Help Desk Technician

Job Title: Help Desk Technician Department: Information Technology Reports To: IT Manager or Team Lead Employment Type: Full-Time, Hourly Summary We are seeking a reliable and customer-focused Help Desk Technician to provide technical support and assistance to end users. The ideal candidate will troubleshoot hardware and software issues, resolve technical problems efficiently, and deliver exceptional customer service while maintaining system performance and security.

Responsibilities

• Function as the central point of contact for technical support requests across multiple channels, including phone, email, and ticketing system.
• Perform comprehensive diagnostics and troubleshooting for hardware, software, network, and peripheral systems.
• Manage Active Directory user and group accounts, performing provisioning, deprovisioning, access control updates, and credential resets.
• Manage Microsoft Office 365 license provisioning.
• Manage Microsoft Entra administration, including identity management, MFA configuration, and authentication troubleshooting.
• Support business line of applications and services across multiple companies. Coordinate with vendors to address any technical issues.
• Accurately record incidents, resolutions, and standard procedures in the IT ticketing system.
• Escalate complex issues to appropriate IT team members when necessary.
• Write technical and procedural documentation suitable for internal systems control and user manuals; provide one-on-one or small group user training.
• Maintain system documentation, procedures, and asset inventories.
• Obsess over customer experience and deliver exceptional service that delights our customers.
• Manage ticket board providing timely service and support to stakeholders and customers within SLAs.
• Participate in rotating on-call schedule; support standards and procedures for problem, incident, and change management.
• Develop technical and business proficiency through education, research, work assignments, and technical/user group participation; demonstrate practical application of learning and actively share knowledge.
• Complete other duties as assigned.

Key Skills and Abilities

• Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Minimum of 1 year of IT help desk or technical support experience – 2 years or more a plus.
• Experience with ticketing systems. ConnectWise PSA is a plus.
• Knowledge and hands-on experience with Active Directory and Microsoft Entra.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with Microsoft 365 or similar productivity suites.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication.
• Excellent customer service skills.
• Strong attention to detail.
• Ability to prioritize and manage multiple tasks.
• Patience and professionalism under pressure.
• Team-oriented mindset.

Physical & Working Conditions

• Ability to perform essential job functions with reasonable accommodations.
• Frequent sitting and occasional standing; use of hands for typing and handling office equipment.
• Lifting and carrying of systems equipment (up to 50 lb.).
• Vision requirements include close vision for computer work and ability to adjust focus.
• Typical office environment with moderate noise (phones, printers); ergonomic workstation setup.
• Local travel to locations across West Michigan required. Occasional other travel may be required.
• In non-office areas, safety gear (eye protection, protective shoes, hearing protection) may be required.
• Work hours may adjust periodically between 8am-5pm and 6:30am-3:30pm depending on customer needs.

Disclaimer This description reflects the general nature and level of work for this role and is not exhaustive. Atonne Technology Services may amend responsibilities as needed.