IT Support Technician

$41,500 - $43,500/Yr

Bethany Christian Services - Grand Rapids, MI

Full-time - Entry Level

Grand Rapids, MI

Social Assistance

About the position

The IT Support Technician position at Bethany Christian Services is an entry-level role that serves as the first point of contact for users seeking assistance with technology-related issues. This position is crucial in providing technical support, user assistance, and guidance to all staff members within the organization. The IT Support Technician will work under regular supervision and is expected to adhere to agency, federal, and state licensing regulatory requirements. The role involves troubleshooting equipment problems, managing user accounts, and maintaining operating systems, all while balancing technical knowledge with excellent customer service skills. In this role, the technician will handle requests through a corporate ticketing system, email, and phone calls, ensuring that all inquiries are addressed promptly and effectively. The technician will also be responsible for writing and maintaining knowledge base articles to keep support resources up-to-date and user-friendly. Additionally, the technician will escalate incidents that cannot be resolved at their level and will update users on the status of their incidents. This position is vital for maintaining the technological infrastructure that supports Bethany's mission of strengthening and preserving families and supporting vulnerable children and families around the world.

Responsibilities

• Provide technical support, user assistance, and guidance to all Bethany staff.
• Serve as the first point of contact for customers seeking assistance through the corporate ticketing system, email, and phone calls.
• Effectively troubleshoot equipment problems and install new equipment.
• Manage user accounts including account creation, permissions, password resets, and keycards.
• Write and maintain knowledge base articles to ensure support resources are up-to-date and effective in addressing common issues.
• Maintain Bethany staff operating systems.
• Advise and assist customers on appropriate actions regarding their technical issues.
• Escalate incidents that cannot be resolved to the next level of support.
• Identify and escalate situations requiring urgent attention.
• Update users on the status of their incidents.
• Complete other duties as assigned.

Requirements

• Bachelor's degree in computer science or a related field, or equivalent experience or certifications.
• Must possess problem-solving skills to diagnose and resolve basic technical issues.
• Demonstrate an eagerness to learn and adapt to change.
• Ability to multi-task effectively.
• Excellent verbal and written communication skills.
• Ability to work independently with a high level of initiative.
• Demonstrated ability to work in an organized, detailed, and cooperative manner.
• Exercise a high level of confidentiality.
• Computer skills sufficient to perform essential functions including knowledge of Microsoft Office suite.
• Must be 21 years old with a valid driver's license and at least 3 years of driving experience in the U.S.