Help Desk Support Specialist (Field Support Technician)

This role is ideal for someone who enjoys working directly with people, troubleshooting technology issues, and building strong client relationships. A typical week includes assisting clients over the phone, responding to support requests, remotely troubleshooting issues, and traveling to client locations for hands-on technical support, deployments, and installations.

The successful candidate will be customer-focused, technically curious, and comfortable communicating with clients in both remote and face-to-face environments.

Key Responsibilities

• Provide Tier 1 technical support to clients via phone, email, and remote support tools
• Travel to client locations for deployments, troubleshoot and resolve technical issues
• Install, configure, and deploy workstations, laptops, printers, and other hardware
• Support Microsoft 365 applications and services
• Perform basic Active Directory administration and troubleshooting
• Troubleshoot Windows and macOS operating systems
• Assist with user onboarding and workstation setups
• Document support activities and maintain accurate records
• Escalate complex issues to higher-level technicians when necessary
• Deliver exceptional customer service during every client interaction

• Strong customer service and communication skills
• Comfortable spending a significant portion of the day on the phone assisting clients
• Ability to build rapport and communicate professionally with clients onsite
• Detail-oriented and organized
• Self-motivated and eager to learn
• Strong troubleshooting and problem-solving skills
• Ability to prioritize multiple tasks in a fast-paced environment
• Positive attitude and team-first mentality

Preferred Qualifications

• Previous IT support, help desk, or technical support experience
• Experience supporting Microsoft 365 environments
• Familiarity with Active Directory
• Experience supporting Windows and macOS devices
• Knowledge of computer hardware installation and troubleshooting
• Relevant technical certifications are a plus

• Full-time, in-office position based in Grand Rapids, MI
• Combination of phone support, remote support, and onsite client visits
• Regular local travel to client locations
• Collaborative and team-oriented environment
• Opportunity for growth and professional development

Pay: $35,000.00 - $40,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

SJA Solutions is seeking a full-time, in-office Field Support Technician to provide exceptional technical support to our clients through a blend of phone-based support and onsite service visits.