IT Help Desk Technician

Position Purpose At Wightman, we rely on our IT systems to help us create the solutions for our teams, clients, and partners. We are seeking an IT Help Desk Technician to join us in providing efficient, valuable technical assistance to our users. In this role, the Help Desk Technician will have strong technical knowledge and be able to communicate effectively to understand the problem, seek clarification from the end user when necessary, and explain and/or install the solution successfully while maintaining exemplary customer service. Essential Functions Initial point of contact for users seeking assistance via phone, email, ticket, and Teams Perform remote troubleshooting through diagnostic techniques and pertinent questions Manage Helpdesk ticket system Install, change, and repair computer hardware and software Perform routine software checks of shared workstations and conference room technology Manage replacement technology equipment stock Routine visits to regional offices for staff support Required Traits & Characteristics Proven problem‑solving skillset, technically minded and efficient Ability to work in a team environment and with employees both in‑person and remotely Demonstrates knowledge of computer hardware, software, and mobile devices Ability to diagnose and resolve basic computer technical issues Customer service experience with proven time management skills and ability to multitask and prioritize work Attention to detail Highly motivated and demonstrates initiative Proficiency in Microsoft software, including Office 365, Teams, OneDrive, and OneNote Organizational Relationships Reports to IT Manager Required Education/Experience High School diploma or equivalent Preferred Education/Experience Associates of Computer Science or related field Autodesk product familiarity Adobe products Bluebeam Travel Position based in Kalamazoo. Travel between regional offices will be required for team member support. #J-18808-Ljbffr Wightman & Associates LLC