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: https://www.grcc.edu/faculty-staff/human-resources/employee-groups-resources/employee-groups/professional-management-administration
Schedule: 40/52
Compensation: TP2; $26.41 per hour
Benefits: https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance
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 https://www.grcc.edu/faculty-staff/general-counsel/policies.
• 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 https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance/medical-plans options, including one with no health insurance premiums.
• Time off: Enjoy substantial https://www.grcc.edu/sites/default/files/docs/humanresources/MeetConferHandbook_05222024.pdf.
• Wellness Program: Access resources for physical and mental wellbeing, and an https://www.grcc.edu/employers-community/ford-fieldhouse
• Continuous Learning: https://www.grcc.edu/faculty-staff/grants-department and https://www.grcc.edu/faculty-staff/finance-administration/employee-reimbursement/tuition-benefit.
• Retirement Plans: Secure your future with our https://www.grcc.edu/faculty-staff/human-resources/payroll/annuities-retirement-information, including the state retirement plan or a 401A with a 12% employer contribution.
NEXT STEPS / APPLICATION PROCESS
Please fill out an application athttps://www.grcc.edu/jobs. Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting.
NONDISCRIMINATION STATEMENT
Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.
To apply, visit https://apptrkr.com/6447575
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