IT HelpDesk Analyst
: Job Details :

Job DetailsLevelExperiencedJob LocationGrand Rapids - Grand Rapids, MIRemote TypeN/APosition TypeFull TimeEducation Level2 Year DegreeSalary Range$60,000.00 - $70,000.00 SalaryTravel PercentageUndisclosedJob ShiftUndisclosedJob CategoryInformation TechnologyDescriptionSummary/ObjectiveWe are seeking an experienced Help Desk Agent proficient in providing comprehensive support across Tiers 1-3. The ideal candidate will be responsible for delivering prompt, professional, and expert-level technical assistance to users, managing server and network issues, and ensuring the smooth operation of IT systems. This role requires strong problem-solving skills, a commitment to excellent customer service, and the ability to adapt to a dynamic work environment.Essential AccountabilitiesTier 1 Support:•Respond to and resolve user inquiries via phone, email, or chat regarding software, hardware, and network issues.•Provide first-level troubleshooting for user account issues, application errors, and basic connectivity problems.•Document user interactions and create detailed tickets in the IT service management system.•Guide users through standard processes for resetting passwords, configuring printers, and basic software installations.•Maintain inventory controls for all hardware and softwareTier 2 Support:•Diagnose and resolve more complex technical issues escalated from Tier 1, including operating system errors and application malfunctions.•Assist with intermediate-level network troubleshooting, including IP configurations, VPN setups, and firewall checks.•Collaborate with other IT team members to identify and mitigate recurring issues.•Perform maintenance and updates for user accounts, security settings, and access permissions.•Provide all systems management for Windows updates, security patches, and hardware upgradesTier 3 Support:•Address advanced technical challenges involving server management, system integration, and data recovery.•Troubleshoot critical network issues such as switches, routers, and advanced connectivity problems.•Work closely with system and network administrators to implement advanced IT solutions and upgrades.•Assist in the deployment and monitoring of server environments, including performance tuning and resource allocation.•Document resolutions and create knowledge base articles to support Tier 1 and Tier 2 teams.Competencies, Skills and ExperienceKey Qualifications:•Education: An associate degree in Computer Science or related field or MCSA/MCSE certification, required (or equivalent experience).•Experience: Minimum of 3-5 years of experience in a technical support role, with exposure to Tiers 1-3.•Technical Skills:o Proficiency in Windows operating systems, Microsoft 365 and Active Directory.o Knowledge of networking concepts (DNS, DHCP, TCP/IP) and tools.o Experience with server management, virtualization (e.g., VMware, Hyper-V), and cloud services.•Soft Skills:o Excellent problem-solving and multitasking abilities.o Strong communication and interpersonal skills for user support and team collaboration.o Ability to work independently and adapt to shifting priorities.o Proficient in EnglishPreferred Qualifications:•Relevant certifications such as CompTIA A+, Network+, CCNA, or MCSA/MCSE.•Experience with ITSM platforms (e.g., ServiceNow, Zendesk).•Familiarity with cybersecurity practices and tools.Working Conditions:•Ability to work flexible hours, including potential on-call shifts to support users after hours•On-premise work is required, with the ability to work remotely as an exception from time to time.Sur-Seal reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.