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# IT Help Desk Support

- **Company:** S. Abraham & Sons, Inc.
- **Location:** Grand Rapids, MI, United States
- **Salary:** $35,000.0 - $40,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Networking Hardware, Web Portals, Microsoft Office, Remote Desktop Services, Remote Service Software, SAS (Software), Virtualization Technology, File Transfer Protocol (FTP), Laptops
- **Published:** June 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=eb02d6563dbbac61

## About the Role

Do you have experience in Virtualization?, Do you have a Associate's degree?, * Associate degree, Bachelors preferred, in computer related field. Or a combination of experience and industry certifications acceptable.

 * Experience working with and defining service desk best practices.
 * Experience managing and maintaining Windows desktops, laptops, smartphones, handheld ordering devices (ZiiZii preferred), web portals and networking equipment, * Help desk: 1 year (Preferred)
 * Customer service: 1 year (Preferred)

## Description

The IT Help Desk Support position serves as the first point of contact for technical support for both external customers and internal employees at SAS, providing Level 1 support by phone, E-mail, desk-side, and remote support tools. The Agent resolves common, well-documented issues, performs routine end-user device and software support, and escalates problems as necessary to higher levels. This position has a strong focus on responsive customer service, accurate ticket documentation, and timely escalation., * Assisting in providing Level I Support via phone, e-mail, desk-side, and remote desktop.

 * Escalate problems (when required) to the higher-level tier groups as required or to the Technical Services Manager
 * Use help desk solution to record, track and document the service desk requests.
 * Access to software updates, drivers, knowledge bases, and FAQ resources to aid resolution of issues
 * Perform preventative maintenance on hardware
 * New user account creation (Active Directory, Office 365, FTP, Phone System, and within SAS applications).
 * Microsoft Active Directory support and maintenance.


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