"IT Desktop Support Technician I"

Job Description

IT Desktop Support Technician I

Department: Customer Support

Location: Grand Rapids, MI

Reporting to the IT Desktop Support Team Coordinator, the IT Desktop Support Computer Technician supports campus end users, delivering exceptional support and hardware maintenance services within the desktop computing environment. This role involves diagnosing, repairing, maintaining, and upgrading PC hardware, software, and related equipment to ensure optimal workstation performance. This position is responsible for tracking and documenting end user support activities using the service management solution, ensuring accurate and timely troubleshooting and assistance.

This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.

Requisition ID: 958

Department: Customer Support

Employee Group: Professional Management & Administration

Schedule: 40/52

Compensation: TP2; $26.41 per hour

Benefits: Full Time

Reports to: Technician Team Coordinator

Posting Opens: 08/05/2025

Posting Closes: 08/19/2025

ESSENTIAL FUNCTIONS

• Provide onsite analysis, diagnosis, and resolution of complex desktop problems for end users, including offsite repair for remote users as needed
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to provide the most optimized desktop computing environment.
• Assess and implement performance upgrades for college endpoints, optimizing efficiency and productivity.
• Manage day-to-day warranty calls and process computer hardware warranty orders, ensuring seamless hardware functionality.
• Foster cross-team collaboration to guarantee the smooth operation of the college's desktop computing environment.
• Document all support instances meticulously within the service management system, maintaining accurate and detailed records.
• Contribute to hardware relocation efforts and maintain a meticulous inventory of all components and equipment.
• Actively participate in the hardware procurement process by evaluating potential hardware and providing valuable feedback.
• Develop comprehensive technical support documentation for the IT Services knowledgebase.
• Review IT Services knowledgebase articles as a part of the continuous improvement process.
• Facilitate the collection, preparation, and deployment of loaner equipment for staff and students, ensuring uninterrupted workflow.
• Maintain an organized inventory of monitors, keyboards, hard drives, cables, adapters, network cards, tools, supplies, and other components.
• Follow through with end users to ensure customer satisfaction.
• Provide mentorship, and comprehensive onboarding to new IT Desktop Support contingents and student employees.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving users and performing the essential functions of this position.
• Perform other duties as assigned by the supervisor.

JOB SPECIFICATIONS

Education Credentials

• Associate's degree preferred. Concentration in electronics, computer science, or related field desired

Work Experience

• Minimum 2 years, or greater, customer service background with preferred technology emphasis
• Preferred experience with Microsoft Office, Google applications, Active Directory, service management platforms, and Microsoft Configuration Manager.

Skills

• Demonstrated working knowledge of network and desktop operating systems
• Ability to troubleshoot hardware and software as it pertains to the network and desktop availability
• Adaptable to evolving technologies and responsibilities, thriving in a high-pressure, fast-paced environment
• Skilled at managing multiple support requests concurrently, demonstrating effective multitasking, excellent organizational skills and prioritization.
• Exceptional communication skills, capable of explaining technical concepts to diverse audiences and maintaining positive relationships.
• Strong understanding of customer de-escalation techniques, coupled with a keen attention to detail in addressing customer needs.
• Highly self-motivated and resourceful, demonstrating initiative and strong problem solving abilities.
• Willing to maintain or acquire relevant certifications, training, or professional development
• High level of discretion and confidentiality required
• Project a professional image, including punctuality and good attendance record

Physical Demands

• Ability to lift and carry equipment up to 35 pounds
• Sitting or standing for long periods of time while maintaining focus
• Ability to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete tasks.

Mental Demands

• Exceptional attention to detail
• Ability to independently apply technical judgment to standard applications and systems
• Ability to handle multiple priorities
• Ability to work independently with minimal supervision
• Ability to analyze complex issues, identify root-causes, and develop innovative solutions
• Optimistic attitude and proven ability to function, work independently and effectively as a team member, and provide excellent customer service for internal and external GRCC stakeholders
• Ability to maintain confidentiality is required.

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
• Must be flexible as hours may expand at different times of the semester to accommodate campus needs
• Must have reliable vehicle during working hours to respond to service calls at off-campus locations
• Must have a personal cell phone for use during work and/or on-call hours
• Work is in close proximity to other people in a shared office space.

BENEFITS

• Health Coverage: Six health insurance plan options, including one with no health insurance premiums.
• Time off: Enjoy substantial vacation time.
• Wellness Program: Access resources for physical and mental wellbeing, and an onsite gym membership
• Continuous Learning: Career development and educational opportunities.
• Retirement Plans: Secure your future with our retirement options, including the state retirement plan or a 401A with a 12% employer contribution.