Senior Client Services / Help Desk Technician - DIRECT HIRE and HYBRID REMOTE

Break/Fix, Call center, Crisis management, Customer service, Desktop, Documentation, Help desk, IMPACT, IT service management, Microsoft Windows, Networking, Operating systems, Project management, Problem solving, QA, Software, Training, Troubleshooting, WAN, PC, Purchasing
Full Time
Depends on Experience
Work from home available Travel not required

Job Description

Clover Consulting has a large, direct client in Holland, MI in need of a Senior Client Services / Help Desk Technician.  This is a permanent direct hire position.  It is hybrid remote with 2 days per week required onsite in Holland, MI.

Educational Requirements:

Bachelor of Science required; a degree in Computer or Information Science or related field of study preferred


Experience Requirements:

A minimum of 3 years of experience in advanced desktop/help desk support.

Certifications in Microsoft or Network disciplines are preferred.


Essential Job Responsibilities:

  • Provide internal user support.
  • Provide the customer a high-quality customer service experience
  • Creates, updates, and resolves Help Desk tickets
  • Positively represent the company, the IT Services team, and the applications and services they support
  • Properly communicate with the customer as expected
  • Focuses on larger, more complex break/fix tickets
  • As needed serves as a crisis manager for downtime/outage scenarios providing customer updates per schedule
  • Help manage purchasing of devices as requested.
  • Develops and maintains documentation for all PC systems. 
  • Works successfully in a team dynamic, completes all tasks with little to no supervision.

Competencies Related to the position

Computer skills:  Strong understanding of computers, operating systems, and technologies. Ability to install software safely in accordance with documented procedures. Strong understanding of Microsoft OS and Office installed programs, LAN/WAN technologies. Should be comfortable working with and supporting users with installed and web-based applications. Strong ability to correlate issues and complete in-depth troubleshooting and problem solving.

Customer Service skills: Pleasant to interact with, professional. Able to work with a diverse group of customers and deliver outstanding support. Maintains a sense of urgency and works collaboratively to resolve customer issues. To be successful in this role the individual must be a curious learner; seeking to learn from the customer their requirements and clarifying the impact and urgency of a request to apply the appropriate solution.

Training skills: Ability and desire to educate end users and other technicians. To be successful in the position the individual must look for ways to actively train users while on a call with them and support other staff and remote technicians.

Organizational Skills: High level of organization and prioritization skills with strong attention to detail. This role requires being able to move from one task to another without interval.  Role requires answering calls from a Call Center, entering work into a ticketing system and managing a queue of tickets.

Project Management: Supports definition of objectives and works as part of a team to develop plans that are comprehensive, realistic, and effective in meeting goals. Develops contingency plans, provides clear direction, monitors progress, follows up to ensure objectives are met and keeps others informed.


Dice Id : 10108584
Position Id : MC-JSJHelpDesk
Originally Posted : 1 week ago
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