Information Technology Help Desk Technician
4 weeks ago
About VanBelkum
VanBelkum, established in 1959 and headquartered in Grand Rapids, MI, is a leading provider of unified communications, networking, physical security, structured cabling, fiber optics, and AV solutions. With a rich legacy of innovation and customer-centric service, VanBelkum continues to be at the forefront of technology, offering unparalleled products and services to clients in Michigan and beyond.
Position: IT Help Desk Technician (Hybrid Role)
Location: Grand Rapids, MI (Hybrid)
Principal Duties and Responsibilities
- Provide technical support to both existing and new customers, with a focus on our unified communication (UC) and networking solutions.
- Respond to and resolve customer inquiries, issues, and service requests received via phone, email, tickets, or website.
- Troubleshoot hardware and software problems, diagnose issues, and implement solutions promptly and effectively.
- Collaborate with other members of the IT team to ensure seamless service delivery and customer satisfaction.
- Document and maintain accurate records of customer interactions, solutions provided, and ongoing issues.
- Ensure compliance with company policies and procedures in all customer interactions.
Required/Preferred Qualifications
- High school diploma, GED diploma, or equivalent required; bachelor’s degree preferred.
- Proven experience in IT support, preferably in a help desk or technical support role.
- Proficiency in troubleshooting hardware, software, and networking issues.
- Excellent communication skills, both verbal and written, with a customer-centric approach.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently as well as collaboratively in a team environment.
- Technical certifications (e.g., CompTIA A+, Network+, CCNA, etc.) are a plus.
- Willingness to travel, including some overnight travel, as required.
Benefits
- Competitive pay commensurate with experience.
- Comprehensive benefits package including 401(k) with matching, dental insurance, disability insurance, vision insurance, health insurance, health savings account, and more.
- Generous paid time off and paid holidays.
- Opportunities for professional development and training.
- Travel reimbursement and mileage reimbursement for on-site visits.
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