IT Help Desk Technician

Feyen Zylstra is a team of hardworking thinkers and doers who use their brains and brawn to solve the most complex problems associated with the design, installation, and maintenance of electrical and low voltage systems.

We leverage our capability and creativity in electrical solutions to deliver results that drive our purpose of having a positive impact on the lives of people. This starts with our employees and providing them with great pay and benefits, safe and energizing work environments, and opportunities to learn and grow. Our team is data-driven, innovative, collaborative, and committed to the success of those around them.

FZ is looking for an IT Help Desk Technician to join our team in Grand Rapids, MI. In this role, you'll serve as the first point of contact for employees seeking technical support, helping resolve day-to-day technology issues while delivering exceptional customer service. You'll work closely with users across the organization to troubleshoot hardware, software, and mobile device issues, support technology deployments, and help ensure our employees have the tools they need to be successful.

What We're Looking For:

• A Problem Solver. You enjoy troubleshooting and finding solutions. Whether it's a software issue, hardware failure, or user question, you're committed to getting to the root of the problem and helping others get back to work quickly. You stay calm under pressure and know when to escalate issues for additional support.
• A Customer Advocate. You understand that technology support is about people as much as it is about systems. You enjoy helping others, communicate effectively with both technical and non-technical users, and are committed to delivering a positive support experience.
• A Learner. Technology is constantly evolving, and you're excited to learn alongside it. You are curious, adaptable, and eager to expand your technical knowledge and develop new skills.
• A Team Player. You work well with others, share knowledge freely, and understand that collaboration leads to better results. You are willing to jump in wherever needed to help the team succeed.
• An Organized Professional. You can manage multiple requests, prioritize competing demands, and maintain accurate documentation. You take ownership of your work and follow through until issues are resolved.

Areas of Focus:

• Monitoring and responding to employee support requests through the ticketing system, phone, email, instant messaging, and in-person interactions
• Troubleshooting and resolving hardware, software, mobile device, and system-related issues
• Ensure all requests are properly resolved or escalated in a timely manner
• Communicate with vendors to resolve issues and make repairs
• Provide technology training to users as needed
• Provide help desk and infrastructure support outside of normal business hours on a rotating on-call schedule
• Supporting IT projects and initiatives across the organization

Key Qualifications:

• High school diploma required

• Relevant degree, technical certification, or 1-3 years of experience in an IT support, help desk, or technical support role preferred

• Experience working with a ticketing system preferred

• Proficiency with Windows operating systems, Microsoft Office, and iOS devices

• Strong customer service and communication skills

• Ability to work effectively in a fast-paced environment and manage multiple priorities

• Strong organizational skills and attention to detail

• Desire to learn new technologies and continuously improve technical skills

• Ability to work both independently and as part of a team

We offer generous benefits, competitive compensation, paid time off, training and development, the opportunity for growth, a safe work environment, and the chance to work with a winning team in a great company culture. Candidates are required to pass a pre-employment drug screen. FZ is an Equal Opportunity Employer and considers applicants without regard to race, color, religion, sex, national origin, or other protected classes.