Help Desk Specialist- Kentwood

Job Location: Kentwood (Michigan)
Job Category: Operations
Job Type: Full Time
Required Degree: College


The Help Desk Specialist will provide technical assistance as well as business process improvements. A Help Desk Specialist has technical knowledge and communicates effectively to understand the problem and explain its solution. The goal is to create value for our company and ensure the business runs smoothly.


  • Serve as the first point of contact for employees seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by the employee
  • Walk the employee through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record problems and their resolution in logs
  • Update and create IT documentation
  • Pass on any feedback or suggestions by employees to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Other duties as assigned


  • $25-$28/Hr. based on experience
  • No medical premium for the family
  • Quarterly incentive based on company performance
  • Dental, Vision, disability, life insurance, $3000 401k match with Principal, paid personal time/vacation days/10 paid holidays


  • Proven experience as a help desk technician or other customer support role
  • Technical understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Proficiency in English
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BS/BA in IT, Computer Science or relevant field

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