Imagine IT, Inc. · 4 days ago
IT Help Desk Technician III
Holland, MI
Full-time
Hybrid
Mid, Senior Level
$71K/yr - $83K/yr
4+ years expImagine IT, Inc. is a company that values exceptional service and empowered people. They are seeking an IT Help Desk Technician III to resolve advanced technical issues, manage ticket workflows, and support service excellence while contributing to continuous improvement and technical documentation.
Cyber SecurityInformation Technology
Responsibilities
Resolve Advanced Technical Issues Work escalated support tickets, diagnose complex hardware, software, and network issues, and implement effective, timely solutions
Manage Ticket Workflows Maintain and manage ticket queues for assigned partners, ensuring efficient time management and consistent progress toward resolution
Support Service Excellence Meet or exceed performance metrics related to ticket resolution time, billable utilization, and customer satisfaction
Maintain Technical Documentation Create, update, and maintain documentation related to hardware, line-of-business software, and technical processes to support consistency and knowledge sharing
Contribute to Projects & R&D Participate in project work, research and development efforts, and technical improvements that enhance tools, systems, and service delivery
Provide Onsite & Advanced Support Conduct occasional onsite visits as needed and support critical incidents, including potential on-call or extended hours
Support Continuous Improvement Manage administrative responsibilities reliably (timesheets, calendar updates, etc.) while investing time in skill development and training
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field
4–6+ years of experience in IT support, including at least 2 years in a senior or advanced technical role
Strong troubleshooting skills across hardware, software, networking, and operating systems
Experience working escalated tickets and maintaining high-volume ticket queues
Ability to manage time effectively while balancing tickets, projects, and documentation
Clear and professional written and verbal communication skills
Leadership mindset with a collaborative, team-first approach
Preferred
CompTIA A+
Network+
Microsoft Certified Professional (or similar)
Benefits
Medical, dental, and vision coverage
Health Savings Account (HSA) eligibility
Company-paid life, accident, and ID theft protection
401(k) with company match
16 days of Paid Time Off (PTO)
Monthly internet + cell phone allowance
Peer recognition & “Birthday Bucks”
Flexible remote scheduling
Professional development and certification support
Company-sponsored team events
Company
Imagine IT, Inc.
Imagine It, Inc.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Richard Anderson
CEO
Peter Durand
Chief Technology Officer
Company data provided by crunchbase