> Markdown version of [/jobs/ext/146896-it-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/146896-it-service-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technician - **Company:** Warner Norcross & Judd LLP - **Location:** Grand Rapids, MI, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Microsoft Software, Software Deployment, Software Engineering, Enterprise Software Applications, Build Management, Workday, Cisco - **Published:** May 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=42d0251c2d22e0bd ## About the Role Do you have experience in Training delivery?, Do you have a High school diploma or GED?, * Advanced verbal and written communication across technical and non-technical audiences * Deep analytical and troubleshooting ability across systems, networks, and endpoints * Subject matter expertise in at least one technical domain * Strategic thinking and long-term planning orientation * Strong initiative, autonomy, and accountability * Commitment to service excellence and continuous improvement * Proactive identification of patterns, root causes, and solutions The above list is not all-inclusive but provides a general framework for the position. Additional related responsibilities may be assigned by the Help Desk Manager as needed. The physical demands of this potion are representative of those that must be met by an employee in order to successfully perform the essential functions of the position. These include being both mobile and stationary throughout the workday, having the ability to transport 25-50 pounds and being able to operate a computer and other business equipment found in the office., * High school diploma or equivalent required; related associate or bachelor's degree preferred * 2-4 years of IS support and systems experience preferred * Proven project involvement or leadership within an IS team * Strong working knowledge of networking, enterprise applications, or hardware platforms * Familiar with remote support, ticketing systems, and firm-specific software * Technical certifications (e.g., CompTIA, Microsoft, Cisco) preferred Knowledge, Skills & Abilities * Exceptional customer service focus with a strong commitment to delivering an outstanding experience. Advanced troubleshooting and analytical skills across enterprise systems, networks, and endpoint devices, with the ability to resolve complex technical issues and identify root causes * Strong verbal and written communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences * Proven ability to contribute to projects, system implementations, and process improvements while working independently and collaboratively * High level of initiative, accountability, and commitment to service excellence, continuous improvement, and a positive user experience ## Description The IT Service Desk Technician serves as a member of the Support Center team, providing high-level technical support to firm members across all offices. This role is responsible for resolving complex incidents escalated by Experience Support Analyst and contributes to firm-wide projects in collaboration with other IS departments, including Networking, Security, and Application Development. This individual should demonstrate leadership, technical expertise, and a proactive, customer-focused mindset. The IT Service Desk Technician leads by example in service delivery, technical troubleshooting, and operational excellence, while also serving as a mentor and knowledge resource to the Support Center team. About the Opportunity, Technical Leadership & Escalation * Serve as the top-level escalation point for complex or unresolved technical support requests * Provide deskside and remote support across advanced hardware, software, and systems issues * Lead initiatives in a defined area of specialization (e.g., networking, endpoint management, conference tech) * Develop and document advanced troubleshooting procedures and support processes for use by the team * Onboard and offboard firm members Project & Strategic Contribution * Act as a technical contributor to multi-departmental IS projects * Participate in testing, evaluation, and implementation of new systems, tools, or upgrades * Identify trends in support issues and propose process or infrastructure improvements * Assist in planning for the firm's technology growth, including hardware evaluation and deployment strategy Collaboration & Knowledge Sharing * Partner with Support Center and other IS team members to ensure service consistency and knowledge transfer * Support their growth through documentation, shadowing, and guidance * Contribute to maintaining the firm's knowledgebase * Lead internal training sessions Systems & Asset Management * Build and deploy system images; manage software installations, updates, and user configurations * Maintain and track firm hardware inventory, including life cycle management and warranty support * Coordinate office technology setup for firm moves, expansions, and large-scale events * Support the upkeep of firm-owned A/V and conference equipment across offices ## Related Videos - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [Destigmatizing the Workplace: Building Real Inclusion](https://www.wearedevelopers.com/videos/1492-destigmatizing-the-workplace-building-real-inclusion) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Answering the Million Dollar Question: Why did I Break Production?](https://www.wearedevelopers.com/videos/1171-answering-the-million-dollar-question-why-did-i-break-production) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [The Future of Employee Wellbeing: Benefits, Trust & Performance](https://www.wearedevelopers.com/videos/1808-the-future-of-employee-wellbeing-benefits-trust-performance) ## Related Articles - [Should senior developers refuse interview coding challenges?](https://www.wearedevelopers.com/magazine/29-should-senior-developers-refuse-interview-coding-challenges) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Tips on mastering remote job interviews](https://www.wearedevelopers.com/magazine/23-tips-on-mastering-remote-job-interviews) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)