Help Desk Technician at Etna Shared Services – Grand Rapids, Michigan

Join the team that has been powering growth and an excellent reputation for over 60 years! Etna Supply is an industry leader in plumbing, heating, underground, municipal, and fire protection wholesale distribution throughout Michigan, Indiana, Ohio, and Wisconsin. We are committed to sound financial principles, building partnerships that foster teamwork, and striving for continuous improvement. We are dedicated to fairness, integrity, and respect.

We are an Equal Employment Opportunity Employer.

What We Offer:

• Competitive compensation and benefits package, including bonus!
• 401K Retirement with company match
• Medical, Dental, and Vision Insurance
• Life Insurance
• Short Term and Long-Term Disability
• 5 different lines of business and 2 subsidiaries that provide company stability through diversification.
• Balanced home/work life, rare evenings or Saturdays, and no Sunday hours.
• Professional development opportunities to support your growth.
• A collaborative and inclusive work environment that values your contributions.
• The fun challenge of working in a fast-paced, multi-location, diverse business function environment with minimal travel.

Position Summary:

Are you a tech-savvy problem solver with great people skills? Etna Supply is looking for a Help Desk Technician to join our dynamic team! In this hands-on role, you’ll provide first-line technical support for hardware, software, and computer systems -ensuring smooth operations and a positive end-user experience across the company.

Key Responsibilities:

• Serve as the go-to resource for Tier 1 help desk support via ticketing system.
• Diagnose and resolve basic hardware, software, and system issues.
• Support onboarding by creating user accounts and configuring equipment.
• Manage and track IT assets, including hardware inventory.
• Troubleshoot and support audio/visual equipment for conference rooms.
• Assist with LAN, WAN, VPN, and general network issues.
• Install and maintain computer peripherals and mobile devices.
• Write training manuals and provide user training as needed.
• Maintain accurate records and ensure IT best practices are followed.

Knowledge, Skills, and Abilities:

• Windows 10/11, Office 365, Active Directory, Exchange
• PC hardware, printers, scanners, mobile (iOS/Android)
• Networking knowledge (DHCP, DNS, VPN)
• Security practices and antivirus tools
• Help Desk ticketing systems (experience preferred)
• Eclipse software experience (a bonus!)

Education and Experience:

• Associate degree in Computer Science (with networking focus) or 1 year of related IT support experience
• Valid driver’s license with a clean driving record
• Strong communication and customer service skills
• Willingness to travel occasionally and participate in after-hours on-call support

Physical Requirements:

• Frequently required to sit, stand, walk, and use hands
• Able to lift up-to 25 lbs. regularly and up-to 50 lbs. occasionally
• Successful completion of a pre-employment background check and substance abuse screening is required.