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Position: IT Help Desk Technician
Location: Glen Arbor, MI (Hybrid - 3 days a week in Glen Arbor, MI)
Summary of Position:
Cherry Republic’s IT Help Desk Technician is responsible for serving as the first point of contact for technical support, assisting with day-to-day troubleshooting, setting up new users, deploying hardware, and maintaining IT systems. You’ll also contribute to internal IT projects and help keep our systems running smoothly and securely.
Summary of Duties:
- Assist in IT team projects and initiatives.
- Provide first-level technical support to end-users, resolving hardware and software issues promptly and effectively in-person, online or over the phone.
- Set up new user accounts and systems, ensuring proper configuration and access permissions.
- Deploy and configure PCs, laptops, and other devices.
- Manage and prioritize help desk tickets, ensuring timely resolution and excellent customer service.
- Maintain and update Active Directory domains and user profiles.
- Collaborate with IT team members to troubleshoot and resolve network issues.
- Document processes, procedures, and troubleshooting steps.
- Provide training and assistance to end-users on IT-related topics.
- Support the IT team in maintaining hardware, software, and other systems.
- Serve one on-call rotation every three weeks to provide basic support outside of standard working hours. A $500 per quarter stipend is offered to supplement on-call working hours.
Necessary Skills:
- Solid understanding of network infrastructure and basic IT principles.
- Good working, written, and interpersonal communication skills.
- Ability to problem solve while under pressure.
- Ability to prioritize tasks and manage time effectively.
- Wherewithal to utilize existing documentation, where appropriate, to solve issues.
- Customer-focused attitude with a commitment to delivering exceptional service.
- Experience supporting Windows workstations.
- Proficiency with Microsoft 365, Google, and SharePoint
- Basic understanding of network infrastructure
Qualifications for Your Job: To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability you are required to possess. Reasonable accommodations may be made, should you have a disability, to allow you to perform the essential functions.
- Education and/or Experience – High School diploma or equivalent required. 1 year of experience with end-user support. An associate’s degree is preferred, but not required.
- Language Skills - Ability to read, analyze, and interpret data with excellent written and verbal skills. Ability to communicate professionally and concisely with internal stakeholders at a company.
- Mathematical Skills - Ability to calculate numbers and patterns when analyzing data.
- Reasoning Ability – Ability to solve practical problems and deal with a variety of concrete variables in situations. Ability to communicate issues accurately and thoroughly to staff.
- Technology Skills – To perform this job successfully, you should have knowledge of Microsoft 365, Google, and SharePoint. Additional program knowledge is not required, but please share if you have it!
- Physical Requirements - This is a position that requires periods of time working in a stationary position 80% of the time. Use of computer, laptop, and other office equipment with close-range visual focus. Other standard office equipment such as scanner, phone, keyboard, and monitor. 20% of the time on foot or standing for long periods of time (3+ hours), working in office, retail store, and warehouse settings to assist with IT needs.
- Travel - Over the course of the job duties, occasional travel may be necessary between various Cherry Republic locations. Most travel will be within Northern Michigan locations (Glen Arbor, Traverse City, Empire), but minimal travel to our satellite locations (Charlevoix, Frankenmuth, Ann Arbor, Mackinaw City and Holland) may be necessary.
- Hours and availability – This is a Monday through Friday position. On-call rotations are required for all IT team members. This position would be responsible for being on-call for one week, every three weeks to support with basic troubleshooting after hours. There is a $500 per quarter stipend for working on-call hours.
Your Work Environment
The work environment characteristics described here are representative of those you would encounter while performing the essential functions of this job. Should you have a disability, the company may make reasonable accommodations to allow you to perform the essential functions.
Other Things You Should Know
Sure, listed here are the important parts of your job. But more importantly, you are here to think, to use your judgment, to always act in the best interest of the company. The “Ultimate Expectation” is as follows: Always do what needs to be done without waiting to be asked. If you are acting in the company's best interests and in accordance with core values and policies, you have permission to act in our mutual best interests.
If at any time, you do not feel we are doing the right thing, please say so. You have the right. and we give you permission to speak up when necessary, to state what is unstated, to make a suggestion, or to question an action or decision. This does not mean we will always agree with you, nor that we will necessarily change what we are doing; but we always want to hear what you most believe would help us better achieve our goals and purpose and to create an even better place for all of us!
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