IT Help Desk Specialist

Do you love working with people in a team environment? Ready to join a growing company with a positive culture, a dedication to customer service, and great benefits? Join us in beautiful East Jordan, Michigan! EJ is seeking an IT Help Desk Specialist to join our IT team at our Corporate Office in East Jordan, Michigan.

Generous Benefit Package that includes:

Paid Vacation and Holidays, Paid Maternity & Paternity Leave, 401K (with match), Medical, Dental, Vision, Flexible Spending Account, HSA with Employer Match, Disability Insurance, Employee Assistance Program, Employee Wellness Program, Life Insurance, Tuition Reimbursement and Bonus Program

About EJ: We are the leader in the design, manufacture, and distribution of access solutions for water, sewer, drainage, telecommunications, and utility networks. EJ is a family-owned company with global operations. The corporate headquarters is in East Jordan, Michigan, where the company was founded in 1883.

Location: This position reports to our Corporate Office in East Jordan, Michigan and is required to work onsite a minimum of 3 days per workweek.

SUMMARY

Troubleshoots computer problems, determines their source, and advises on the appropriate action. This includes receiving, prioritizing, documenting and actively resolving customer Incidents and Service Requests.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Promotes safety awareness, accident prevention, and employee involvement regarding a safe work environment. Ensures employees understand the safety expectations of the organization.
• Promotes the company culture, the mission and vision, and the core values of the company.
• Initial point of contact for all IT Department technologies. Requires a good understanding of troubleshooting all appropriate technologies including:
• • Personal computer hardware/software
  • Windows 10/11 operating systems
  • Microsoft 365
  • Ivanti Neurons for ITSM
  • Ivanti Neurons for ITAM
  • Ivanti Workspace w/Healing
  • iOS
  • Printers
  • Basic understanding of A/V including Airtame
  • Basic understanding of Intune
  • Basic understanding of SCCM
  • Basic understanding of networking
  • Basic understanding of Windows Server operating systems including ADUC
• Daily operations responsibilities:
• • Service Desk Incidents and Service Requests
  • Windows 10/11 PC imaging and setup
  • New Hire/Termination setup/removal
  • New equipment purchases
  • Maintaining appropriate IT inventory
  • Asset tracking
  • Hardware/software configuration
  • New hardware/application recommendations/research
• Miscellaneous continuous improvement projects
• Answers user questions via ticketing system, e-mail, chat, phone, and in person related to all IT Department responsibilities - documents all calls and solutions.
• Provides a high level of customer service by being responsive and courteous to customers including following up to ensure problems are resolved.
• Serves as a liaison between the user community and the IT Department to answer questions and resolve issues.
• Communicates with users and other IT staff about status of issues - also shares solutions and best practices.
• Tests implementation of a technology, which may require a test plan, test conditions and user participation for quality assurance.
• Recommends solutions for repetitive problems and IT Service Desk processes and procedures.
• Keeps current regarding relevant technology changes and makes self-development a priority.
• Maintains professional and respectful relationships with users, other IT personnel, and vendors.
• Excellent organizational and time management skills

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

A technical associate degree; a one-year certificate from a technical school; and six months related experience and/or training; or equivalent combination of education and experience. The Areas of Responsibility above outline the desired technical skills.

• CompTIA A certification preferred.
• Apple iOS experience preferred.

PHYSICAL DEMANDS

The physical demands described here 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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.