IT Helpdesk Technician, Full-Time

The IT Helpdesk Technician maintains and supports Wedgwoods computer telecommunication and audiovisual systems. This includes responding to and resolving helpdesk requests from staff installing and configuring hardware and software maintaining endpoints and A/V equipment and keeping the organizations IT asset inventory accurate and up to date.

Strong customer service thorough troubleshooting and complete documentation are core expectations of this position. Beyond resolving individual issues this technician is expected to notice patterns recurring problems new trends chronic pain points and bring them to the teams attention. Suggestions for process improvements or new technologies are welcome and encouraged. Additional tasks will be assigned as needed to support the IT Departments

RESPONSIBILITIES:

• Serve as the primary point of contact for tier 1 IT support requests submitted via phone email chat and in-person; handle every interaction with professionalism patience and ownership.
• Acknowledge triage and prioritize incoming tickets promptly; set accurate expectations and follow through to resolution without needing to be chased.
• Diagnose and resolve hardware software connectivity and account access issues through methodical troubleshooting focused on root cause not just symptom relief.
• Follow up on open tickets proactively and confirm resolution with the end user before closing any case.
• Support the day-to-day health of the organizations endpoint environment including desktops laptops mobile devices and peripherals; assist with imaging provisioning and deployment of new and replacement devices.
• Maintain and support audiovisual equipment in conference rooms and common spaces including displays video conferencing systems and presentation hardware; respond to A/V issues promptly to minimize disruption to meetings and events.
• Maintain the IT asset management system with strict accuracy ensuring all hardware and software assets are properly recorded and tracked from procurement through retirement; conduct periodic audits and coordinate asset disposition in accordance with organizational policy.
• Document every resolved issue completely symptoms steps taken root cause and resolution written so any team member can act on it without follow-up.
• Author and maintain knowledge base articles how-to guides and troubleshooting references; monitor the AI-assisted helpdesk tools responses over time and update knowledge base content to improve accuracy.
• Identify and communicate new recurring or chronic issues to the IT team so patterns are visible and can be addressed.
• Perform other duties as assigned in support of the IT Departments operations and goals.

QUALIFICATIONS:

• Experience in a helpdesk desktop support or IT support role.
• Working knowledge of Windows operating system Active Directory Entra Office365 Endpoint Manager and basic hardware and software troubleshooting.
• Experience with a ticketing or incident management system.
• Familiarity with IT asset management concepts and the discipline to maintain accurate records.
• Strong written communication skills and a demonstrated ability to document work clearly and completely.
• Methodical patient approach to troubleshooting with a focus on root cause.
• Reliable follow-through and the ability to manage multiple open issues independently.
• Genuine customer service orientation empathetic composed and professional with all staff regardless of the situation.
• Subscription to the Statement of Faith of Wedgwood Christian Services and agreement with the goal purpose and objectives of the agency.

HOURS OF WORK: 40 hours Monday-Friday: 8:30am-5pm

Compensation: Dependent on experience $21.50-24.00

BENEFITS:

• 403(b) retirement plan with employer match
• Medical Plans with great coverage options
• Free supplemental virtual PCP care with medical plan
• Flexible Spending Accounts
• Health Savings Accounts
• Dental and Vision plans
• Pet insurance
• Legal insurance
• A Locally Partnered Employee Assistance Program
• Competitive paid time off
• Direct deposit
• Federal Student Loan Forgiveness through PSLF
• Paid Holidays
• We also offer a variety of employer paid benefits for full time staff
• Short term disability
• Long term disability
• Life insurance up to 2x your annual salary
• No-cost employer paid training and re-certification provided to staff
• Wedgwood has full gymnasium and state-of-the art 24-hour wellness center filled with a wide variety of workout equipment available to staff at no cost.
• Walking trail that leads around the beautiful campus.
• Through community partnerships Wedgwood employees and in some cases family members are eligible for application and tuition fee discounts for several local colleges and universities.

Wedgwood Christian Services

Since 1960 Wedgwood Christian Services has been dedicated to aggressively taking on the toughest problems facing children and families through residential care counseling services and community programs. Our goal is to support and help restore the physical social intellectual emotional and spiritual well-being of children adults and families in our community.

Wedgwood is a local West Michigan agency our main office is headquartered in Grand Rapids Michigan ranked in the top tier of the Best Places to Live in America according to Business Insider.

Mission: Wedgwood Christian Services extends Gods love to youth adults and families through professional counseling and educational services.

Core Values: Integrity Compassion Excellence and Diversity