Michigan Office Solutions
  • Grand Rapids
  • Grand Rapids, MI, USA
  • Full Time

Medical, Dental, Vision. Paid Time Off. Life and Disability Programs. 401k with Company Match!

Primary Objective/Scope: Responsible for providing level two service, support and training via phone or web to customers experiencing equipment or network issues related to their office technology.


  • Routinely demonstrates and creates a positive work culture and an attitude of constant improvement
  • Encourages and builds positive relationships and communicates effectively with all co-workers and outside customers
  • Conducts self at all times as the public image of the company in accordance with MOS's code of conduct
  • Consistently evaluates existing service calls and finds opportunities to assist remotely via phone and remote software to close calls
  • Maintains an average of 9 call closes via phone per day each month
  • Uses advanced troubleshooting skills to resolve issues remotely using Go-To Assist
  • Manages and maintains data integrity of service calls
  • Delivers an excellent experience for our Michigan and national customers
  • Answers phone and email requests to provide immediate problem resolution, create service calls for field technicians, and place supply orders
  • Install and configure print drivers
  • Other duties may be assigned to meet business needs



  • Prefer Associates Degree and/or at least three year helpdesk (telephone support) experience; High School diploma or GED required
  • Experience working with Windows-based operating systems plus strong knowledge of MS Word, Excel and Outlook
  • Working knowledge of MAC (preferred but not required - Linux OS)
  • Ability to work under fast-paced environment; prioritize and perform a variety of concurrent tasks with minimal direction
  • Excellent verbal and written customer service skills
  • Proven ability to seek out relevant information through web based research prior to making timely decisions
  • Strong relationship management skills with external and internal customers is required
  • Perform other duties and projects as assigned


Michigan Office Solutions
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