Help Desk Technician

Help Desk Technician (in office - Traverse City) We are growing our IT team at Thompson Retractor and are looking for an organized and driven Help Desk Technician to join our team. The Help Desk Technician provides technical support and resolves IT issues across the organization. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a solid understanding of various operating systems, network infrastructure, and hardware components. This role offers an opportunity to contribute to maintaining efficient IT operations while supporting end-users with diverse technical needs. This position reports to the IT Manager. Thompson is employee-owned and vested employees automatically receive company shares.

What You'll Do:

Accept, review and act on help desk tickets Provide in-person or remote technical support through email, phone and web-based platforms Pinpoint technical issues based on reported symptoms and diagnostic reports Use remote-control software to actively repair user issues Perform basic account management tasks, such as resetting passwords and adjusting key settings Train new employees or users on new software or repair processes Create and maintain work logs that document customer interactions for all projects This might describe you: Bachelor's degree in computer science, Information, Technology, Business Administration or a related field. Technical proficiency in basic computer skills, popular operating systems and employer-specific hardware and software Understanding of network administration, including protocols and IP addressing Knowledge of software installation and configuration processes Ability to troubleshoot quickly Strong written and verbal communication skills Ability to simplify technical language into easy-to-understand phrasing Patience and empathy when helping users Excellent time management and organizational skills

EEO/AA Benefits:

401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Retirement plan Vision insurance

Work Location:

In person