Help Desk/Desktop Support Analyst

We are looking for a skilled Help Desk/Desktop Support Analyst to join our dynamic manufacturing team in Grand Rapids, Michigan. This role is essential in ensuring smooth operations by providing technical support and troubleshooting for a variety of software and hardware systems. The ideal candidate will excel in problem-solving, communication, and delivering exceptional service to end users., Provide first-line technical support to resolve issues related to hardware, software, and applications. Manage service desk tickets, ensuring timely resolution and documentation of solutions. Troubleshoot and resolve problems with Microsoft Windows 10 and Office 365 applications. Administer Active Directory and Azure Active Directory accounts, including configurations and updates. Support ERP systems, particularly Epicor, by addressing user concerns and performing routine maintenance. Collaborate with team members to improve application functionality and system performance. Conduct basic troubleshooting for network connectivity and SQL Server-related issues. Assist with the deployment and configuration of new software applications and updates. Maintain accurate records of technical support activities and provide reports to management. Offer training and guidance to end users on system usage and best practices.

Proven experience in a technical support or help desk role, preferably in a manufacturing environment. Proficiency with Microsoft Windows 10, Office 365, and Active Directory. Familiarity with Azure Active Directory and basic troubleshooting methodologies. Knowledge of ERP systems, specifically Epicor, and SQL Server. Ability to manage service desk tickets and prioritize tasks effectively. Strong problem-solving skills and attention to detail. Excellent communication skills to interact with team members and end users. Willingness to learn and adapt to new technologies and processes.

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