Help Desk Technician

Heritage Distribution - New Baltimore, MI

Full-time - Entry Level

New Baltimore, MI

Truck Transportation

About the position

The Helpdesk Technician plays a crucial role in providing technical support to users, addressing a variety of issues related to hardware, software, and networks. This position involves creating and maintaining documentation, offering user training, and escalating complex issues to specialized teams when necessary. Strong communication skills and the ability to remain composed under pressure are essential for success in this role.

Responsibilities

• Provide user support through technical assistance, customer service, guidance, instruction, and remote support.
• Manage tickets by documenting, communicating, and resolving issues.
• Support the Eclipse ERP system, including user management and troubleshooting hardware issues.
• Organize Active Directory objects, including new user creation and removal.
• Track and update company inventory as part of asset management.
• Provide support for Microsoft Office 365, both local office applications and the cloud environment.
• Triage and escalate requests for issues beyond immediate access or special knowledge.

Requirements

• Bachelor's degree in Computer Science, Management Information Systems, or Information Security preferred.
• 1-3 years in a technical support role.
• Certifications in A+, Microsoft 365 certification, and/or Google IT Support certification are a plus.
• Experience in wholesale distribution systems, with working knowledge in Eclipse system being a huge plus.
• Experience with Windows 10/11 and Linux.
• Strong communication skills that remain effective under pressure.
• Demonstrated problem ownership and a curious mindset.

Nice-to-haves

• Experience in wholesale distribution systems.
• Working knowledge of the Eclipse system.