IT- Help Desk Ticket Assistant

Job Description

Job Description

Job Title:

IT Help Desk Assistant

Job Category:

Coordinator

Department:

Business Services

Location:

Main Office – Grand Rapids

Team:

TB4

Reports to:

Business Services Manager, Director of Operations, and President

Pay Type:

Hourly

Travel Required:

None

Position Type:

Full Time

HR Contact:

HR Director

General Purpose: Plan and assist team members with technology support. Maintain systems and procedures for operating efficiency. Serve as liaison with third-party companies supporting network, software, and hardware components.

KEY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Assist staff with technology requests, troubleshooting and technology issue resolutions.
• Track, maintain, and support all company general software and hardware.
• Communicate and troubleshoot with third-party technology support and software companies to resolve
  technology issues and concerns.
• Maintain, update, troubleshoot, install, and integrate all company technology including company web sites
  (Internal and External).
• Maintain and update Intranet site.
• New employee hardware configuration and set up.
• Research past, current, and potential technology options.
• Maintain and implement coding as required.
• Technology support requests and prioritize required repairs and updates.
• Coordinate technology usage to achieve maximum efficiency.
• Accurately document all communications involving staff technology issues and concerns.
• Oversee printer troubleshooting, maintenance, and repairs.
• Assist management in carrying out project duties, tasks, and testing as required.

GENERAL RESPONSIBILITIES AND FUNCTIONS:

• Participate in ongoing monitoring and provide feedback for improvement.
• Ensure security, integrity, compliance, and confidentiality of data.
• Implement procedures and training to maximize operating efficiency.
• All other duties as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• High School Diploma
• Related knowledge of Hardware, Software, and Network Operations
• Ability to Prioritize and Manage Multiple Projects Efficiently
• Proven Track Record in Troubleshooting and Maintaining Technology
• Demonstrated Loyalty and Ownership of Position and Responsibilities
• Takes Initiative and Pride in Work
• Strong Attention to Detail and Goal Oriented
• Commitment to Excellent Customer Service
• Excellent Written and Verbal Communication Abilities
• Ability to Prioritize and Manage Responsibilities
• Required Language Skills

KEY COMPETENCIES:

• Communication Skills
• Higher-Level Thinking Skills
• Reliable and Consistent Attendance
• Adaptability
• Tenacious Work Ethic
• Stress Tolerance
• Teamwork and Collaboration
• Integrity
• Initiative
• Information Gathering
• Attention to Detail
• High Level of Accuracy
• Planning and Organizing
• Decision Making
• Judgment and Problem Solving

PREFERRED SKILLS:

• 2-3 Years Technology Support Experience
• Knowledge of Windows Operating Systems and Remote Access Programs

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

Last Updated By:

Human Resources

Date/Time:

12/4/2025

Monday thru Friday
8am - 4:30pm
40 Hours per Week