Job Description

We are seeking a motivated, customer service-oriented person to join our IT Operations Team. The ideal candidate will enjoy helping people in-person and over the phone to provide front line technical support. You will be working in a fast paced and team-oriented environment in a growing family-owned company. This position will be based primarily at our Reed City, Michigan location, with a Monday-Friday schedule.

Knowledge and experience in the following functional areas are desired:

• Must have a willingness and desire to learn.
• Work with IT Operations as a valued member of that team.
• Provide primary frontline technical support on-site/phone/help desk.
• Assist with the setup of new users for office equipment (physical setup of computers, docking stations, phones).
• Work in our Help Desk system, tracking requests, entering notes, conversations, and documenting progress. Following all required processes and procedures.
• Resolve most break-fixes, routing ones that require in-depth network, system, or developer involvement to the appropriate technicians.
• Route all non-break-fix help requests for approvals and assign to technicians once approval has been received.
• Document processes and procedures in our Knowledge Base.
• Experience with Active Directory Users & Groups helpful.
• Troubleshooting printer issues, and ordering/maintaining an inventory of printer supplies on hand.
• Submit service requests for copier/printer maintenance or repair as needed.
• Creating and maintaining process documentation regarding all of the above. Continuously looking for ways to improve and streamline the process.
• Be a positive, contributing member of the IT Operations team and of the IT Team as a whole. Be a team player and be willing to assist the team with various tasks & activities as needed.
• Represent Utility Supply and Construction at meetings and conferences as called upon.

Requirements:

• Must have experience providing customer service in IT.
• Must have a willingness and desire to learn.
• 2+ years of experience with Help Desk or related experience is preferred.
• Bachelor's degree in related field preferred.
• Strong communication and troubleshooting skills.
• Proficient with Microsoft Office programs including Outlook, Word, and Excel.
• Strong customer service skills.

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