COMPANY AND POSITION OVERVIEW
The IT Helpdesk Technician role will support the employees working for the Custer family of companies (Custer, Century Flooring, CS Erickson, Flooralytics, Worklab.) Utilizing design, flooring, electrical, furniture, and professional audio-visual integrations, these companies create and maintain exceptional interior spaces. As part of a small team this will be a broad role that offers the opportunity to work with various aspects of technology. This position will be the primary support for our service helpdesk system and fulfill requests for IT services and troubleshoot and resolve incidents where technology is not working as expected. This role ensures that our employees have the technology tools needed to do their best work. The IT department operates in a continuous model: we serve, we learn, and we improve.
SPECIFIC JOB FUNCTIONS

• Fulfill end user IT service requests
• Prepare computers, iPad, and other devices for deployment
• Create users in Active Directory, O365 and other systems with proper access
• Install other software as requested
• Image computers

• Resolve incidents and problems
• Support our employees with in-person visits, phone calls, and video calls to understand issues and provide resolution
• Hardware support for laptops, tablets, printers, and peripherals
• Software support for Windows, Office, ERP, and other applications

• Document requests using the IT service desk system
• Track time according to tasks and company
• Create user knowledge base articles
• Create and maintain the standard IT service catalog
• Train end users on IT systems
• Document IT systems
• Work with IT team to apply continuous process improvement to our systems
• Maintain IT assets and stocked inventory levels
• Perform additional duties as assigned

SKILLS AND QUALIFICATIONS

• Strong written and oral communication skills, in functional business terms
• Strong people skills, with an emphasis on collaboration and listening.
• Strong organization/documentation skills
• Ability to conduct research
• Self-motivated with the ability to effectively prioritize and execute tasks
• Excellent analytical and problem-solving abilities
• Strong customer service orientation
• Desire to learn
• Continuous improvement mindset
• Knowledge of end user devices and software functionality
• Experience supporting the following systems: Windows 10, Windows Server, macOS, Microsoft 365, iOS, Active Directory
• Networking basics
• Available to work on-site at various facilities in West Michigan (primarily at one site) and afterhours as needed
• Reliable transportation with a valid driver’s license

EDUCATION / EXPERIENCE

• Highschool degree required
• 2 + years helpdesk experience, or equivalent, required

Job Type: Full-time

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