IT Support Technician

• Location 3001 ORCHARD VISTA DR SE,STE 300,Grand Rapids, MI, 49546-7094,United States
• Employee Type FT Exempt

The IT Support Technician will provide Tier 1 technical support to employees, assist with onboarding and account management, troubleshoot hardware and software issues, and help maintain a productive and secure technology environment. You will work closely with the IT Manager and gain exposure to a variety of enterprise technologies and support processes. This position will report to the IT Manager.

DUTIES AND RESPONSIBILITIES

• Provide friendly and professional technical support to end users in person, via voice and video calls, and through written communication.
• Troubleshoot and resolve hardware, software, printer, and peripheral device issues.
• Install, configure, maintain, and repair desktop computers, laptops, and related equipment.
• Create, modify, and disable user accounts while ensuring appropriate access permissions.
• Support Microsoft Windows desktop environments and standard business applications.
• Assist with new employee onboarding, including workstation setup and technology orientation.
• Perform routine maintenance, updates, and monitoring of IT systems and equipment.
• Create and maintain user guides, documentation, and knowledge-base articles.
• Escalate complex issues to senior IT staff when necessary.
• Performs other duties as assigned.

Requirements

• Education: Associate’s degree in Computer Science or related field, and—or—equivalent IT work experience.
• Experience: Minimum one (1) to three (3) years of experience in a technical support, help desk, or IT support role.

Skills & Abilities

• Strong knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications (Outlook, Teams, OneDrive).
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to document procedures and technical solutions clearly.
• Strong organizational skills and attention to detail.
• Basic understanding of Microsoft Entra ID (Azure AD), Active Directory, NTFS Permissions, and Domain Services.
• Experience working in a ticketing or service management system preferred.
• Familiarity with endpoint management tools and device deployment processes preferred.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals preferred.

Physical Requirements

• Ability to remain stationary at a desk for prolonged periods of time.
• Ability to go to site frequently and move safely around industrial and—or—warehouse environment.
• Ability to lift and carry supplies up to 25 pounds at a time.
• Ability to operate computers, tablets, phones, and other electronic devices.
• Ability to communicate with others verbally and in writing, on a frequent basis.
• Ability to tolerate exposure to job site temperature fluctuations due to seasonal weather in geographic region.

The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Other Requirements

This position may require work at TGW customer sites. TGW’s customers may require background checks before accessing their sites. Refusal to participate in a customer-required background check may result in a customer barring access and a subsequent reduction in work.

Equal Opportunity Employer

TGW Systems Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.