Help Desk 1
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Must preserve all substantive info.
We need to parse the posting.
Title: Help Desk 1 Duration: 1 year with possible extension This is intended to be a long-term project. Work: Hybrid No remote-only option. Location : Lansing, Michigan. Interview: In-person interviews will be conducted in Lansing. Location Requirement: Only local candidates will be considered. Candidates must reside within 60 miles of Lansing at the time of submission.
Top Skills & Years Of Experience 2 3+ years of previous Tier 1 IT Helpdesk experience2 3+ years of previous Service Administration experience2 3+ years of IT Troubleshooting experienceAssociate s degree (IT Related)Clear and concise written and verbal communication is crucial to success and productivity in this role.
Job Description General Summary of Function/Purpose of Position Member of the team responsible for providing IT support to employees and partners. Log and track requests received from clients. Investigate, evaluate, and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives. Responsibilities include, but are not limited to: logging, categorizing, and prioritizing incidents; performing initial diagnosis and determining if escalation is necessary; installing and maintaining software; serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.
General Summary of Duty 1: 95% of Time Log, track, and monitor all requests. Fulfill pre-defined and pre-approved services. Log, categorize, and prioritize incidents. Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnose issues per internal policies and procedures. Apply resolutions and/or workarounds as appropriate to restore client operation as quickly as possible. Individual Tasks Related To The Duty Answer incoming calls and emails, meeting identified response standards.Log requests for technical assistance received via the Hot Seat phone or email into the ticketing system.Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.Provide technical support and problem resolution for identified types of technical problems using established procedures, guidelines, and resources.Document all information regarding the resolution of requests for technical assistance in the ticketing system, using established guidelines and procedures.Attend meetings and training sessions on policy, procedure, applications, hardware, software, etc., as required.Follow up on cases involving the hardware maintenance vendor.
General Summary of Duty 2 5% Perform special duties as assigned.
Required 2 3+ years of previous Tier 1 IT Helpdesk experience2 3+ years of previous Service Administration experience2 3+ years of IT Troubleshooting experienceAssociate s degree (IT Related) Preferred IT Certifications (A+, CISCO Routing, Security+, SANS*)Previous IT-related first responder experience using MotorolaPrior military experience in the radio field Primary Skills: Tier 1 IT Helpdesk, Service Administration, IT Troubleshooting, Technical Support Secondary Skills: Ticketing Systems, Hardware & Software Support, Incident Management, Technical Phone Support, IT Certifications, Motorola, Radio Systems
We need sections: About the role (maybe summary), Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We have details: Duration, Work type (Hybrid), Location, Interview location, location requirement (within 60 miles). That could be "About the role". Also maybe "Location" etc.
Responsibilities: from job description duties.
Requirements: maybe location requirement? But we already used location in About. Could also have "Requirements" for required experience/education.
Qualifications: maybe preferred qualifications (certifications, first responder, military). Or we could combine.
Skills: primary and secondary skills.
Benefits: none given. So we should NOT include Benefits section.
Pay: none given. So no Pay.
Schedule: none given (duration 1 year with possible extension, but schedule not given). Could we treat duration as schedule? The instruction: never create Pay/Schedule/Benefits sections unless posting actually states them. Duration is not schedule. So we should not create Schedule.
Thus sections: About the role, Responsibilities, Requirements, Qualifications, Skills.
We need to use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve all substantive info, not invent or summarize away detail. So we need to include all details.
Let's extract details:
About the role:
- Title: Help Desk 1 (but we shouldn't repeat title as heading; but we can mention in paragraph)
- Duration: 1 year with possible extension (intended to be long-term project)
- Work: Hybrid (No remote-only option)
- Location: Lansing, Michigan
- Interview: In-person interviews will be conducted in Lansing.
- Location Requirement: Only local candidates will be considered. Candidates must reside within 60 miles of Lansing at the time of submission.
We can combine into a paragraph or multiple paragraphs. Use
for prose.
Responsibilities: from General Summary of Function/Purpose and duties.
We need to list duties as bullet list.
Responsibilities include:
- Providing IT support to employees and partners.
- Logging and tracking requests received from clients.
- Investigating, evaluating, and resolving reported support issues and requests.
- Providing technical assistance in the implementation of technology and automation initiatives.
- Logging, categorizing, and prioritizing incidents.
- Performing initial diagnosis and determining if escalation is necessary.
- Installing and maintaining software.
- Serving as a troubleshooter in the implementation and use of workstations and associated software and hardware.
- Answering technical phone lines.
- (Duty 1 95%): Log, track, and monitor all requests; fulfill pre-defined and pre-approved services; log, categorize, and prioritize incidents; perform initial diagnosis and determine if escalation is necessary; investigate and diagnose issues per internal policies and procedures; apply resolutions and/or workarounds to restore client operation quickly.
- Individual tasks: Answer incoming calls and emails meeting response standards; log requests for technical assistance via Hot Seat phone or email into ticketing system; monitor open cases for resolution within established timeframes and escalate; maintain acceptable levels for metrics (After Call Work, Adherence to Schedule, Availability, SLAs, etc.); provide technical support and problem resolution for identified types of technical problems using established procedures; document all information regarding resolution in ticketing system; attend meetings and training sessions on policy, procedure, applications, hardware, software; follow up on cases involving hardware maintenance vendor.
- Duty 2 (5%): Perform special duties as assigned.
We need to preserve all details, but we can combine similar items. However we must not invent or summarize away detail. Summarizing is allowed? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." That suggests we should not omit details, but we can combine similar bullet points as long as we don't lose info. However summarizing could be considered losing detail. Safer to list each distinct item as separate bullet, but we can group similar items if they are explicitly listed as a group in source. The source has bullet-like lists separated by semicolons. We can turn each semicolon-separated item into a bullet.
Let's extract from "Responsibilities include, but are not limited to:" list:
- logging, categorizing, and prioritizing incidents;
- performing initial diagnosis and determining if escalation is necessary;
- installing and maintaining software;
- serving as a troubleshooter in the implementation and use of workstations and associated software and hardware;
- answering technical phone lines.
Then from General Summary of Duty 1: list:
- Log, track, and monitor all requests.
- Fulfill pre-defined and pre-approved services.
- Log, categorize, and prioritize incidents.
- Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate.
- Investigate and diagnose issues per internal policies and procedures.
- Apply resolutions and/or workarounds as appropriate to restore client operation as quickly as possible.
Individual Tasks Related To The Duty:
- Answer incoming calls and emails, meeting identified response standards.
- Log requests for technical assistance received via the Hot Seat phone or email into the ticketing system.
- Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
- Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
- Provide technical support and problem resolution for identified types of technical problems using established procedures, guidelines, and resources.
- Document all information regarding the resolution of requests for technical assistance in the ticketing system, using established guidelines and procedures.
- Attend meetings and training sessions on policy, procedure, applications, hardware, software, etc., as required.
- Follow up on cases involving the hardware maintenance vendor.
Duty 2: Perform special duties as assigned.
We need to avoid duplication. Many items repeat (logging, categorizing, prioritizing incidents; perform initial diagnosis). We could keep them but duplication may be okay. However we should preserve all substantive info; duplication is not inventing, but it's repeating. Might be okay but could be considered redundant. Probably fine.
We'll create a
with - for each distinct responsibility, trying to avoid exact duplicates but we can keep if they appear in different contexts. To be safe, we can merge duplicates but risk summarizing away detail. However the detail is same; merging doesn't lose info, just removes duplicate statement. I think it's acceptable.
Let's create a combined list:
Responsibilities:
- Provide IT support to employees and partners.
- Log and track requests received from clients.
- Investigate, evaluate, and resolve reported support issues and requests.
- Provide technical assistance in the implementation of technology and automation initiatives.
- Log, categorize, and prioritize incidents.
- Perform initial diagnosis and determine if escalation is necessary.
- Install and maintain software.
- Serve as a troubleshooter in the implementation and use of workstations and associated software and hardware.
- Answer technical phone lines.
- Fulfill pre-defined and pre-approved services.
- Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate.
- Investigate and diagnose issues per internal policies and procedures.
- Apply resolutions and/or workarounds as appropriate to restore client operation as quickly as possible.
- Answer incoming calls and emails, meeting identified response standards.
- Log requests for technical assistance received via the Hot Seat phone or email into the ticketing system.
- Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
- Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
- Provide technical support and problem resolution for identified types of technical problems using established procedures, guidelines, and resources.
- Document all information regarding the resolution of requests for technical assistance in the ticketing system, using established guidelines and procedures.
- Attend meetings and training sessions on policy, procedure, applications, hardware, software, etc., as required.
- Follow up on cases involving the hardware maintenance vendor.
- Perform special duties as assigned.
That seems comprehensive.
Now Requirements: likely the required experience/education: "Required 2 3+ years of previous Tier 1 IT Helpdesk experience2 3+ years of previous Service Administration experience2 3+ years of IT Troubleshooting experienceAssociate s degree (IT Related)". Also location requirement maybe but we already used location in About. Could still include location requirement as requirement but we might duplicate. However we can include location requirement under Requirements as well, but we already have location in About. Might be okay but could be considered duplication. The instruction: do not repeat job title as heading, but doesn't forbid repeating content. However better to avoid redundancy. We'll keep location requirement
- for any list of duties/requirements/benefits. Use
for prose. We must preserve all substantive info, not invent or summarize away detail. So we need to include all details. Let's extract details: About the role: - Title: Help Desk 1 (but we shouldn't repeat title as heading; but we can mention in paragraph) - Duration: 1 year with possible extension (intended to be long-term project) - Work: Hybrid (No remote-only option) - Location: Lansing, Michigan - Interview: In-person interviews will be conducted in Lansing. - Location Requirement: Only local candidates will be considered. Candidates must reside within 60 miles of Lansing at the time of submission. We can combine into a paragraph or multiple paragraphs. Use
for prose. Responsibilities: from General Summary of Function/Purpose and duties. We need to list duties as bullet list. Responsibilities include: - Providing IT support to employees and partners. - Logging and tracking requests received from clients. - Investigating, evaluating, and resolving reported support issues and requests. - Providing technical assistance in the implementation of technology and automation initiatives. - Logging, categorizing, and prioritizing incidents. - Performing initial diagnosis and determining if escalation is necessary. - Installing and maintaining software. - Serving as a troubleshooter in the implementation and use of workstations and associated software and hardware. - Answering technical phone lines. - (Duty 1 95%): Log, track, and monitor all requests; fulfill pre-defined and pre-approved services; log, categorize, and prioritize incidents; perform initial diagnosis and determine if escalation is necessary; investigate and diagnose issues per internal policies and procedures; apply resolutions and/or workarounds to restore client operation quickly. - Individual tasks: Answer incoming calls and emails meeting response standards; log requests for technical assistance via Hot Seat phone or email into ticketing system; monitor open cases for resolution within established timeframes and escalate; maintain acceptable levels for metrics (After Call Work, Adherence to Schedule, Availability, SLAs, etc.); provide technical support and problem resolution for identified types of technical problems using established procedures; document all information regarding resolution in ticketing system; attend meetings and training sessions on policy, procedure, applications, hardware, software; follow up on cases involving hardware maintenance vendor. - Duty 2 (5%): Perform special duties as assigned. We need to preserve all details, but we can combine similar items. However we must not invent or summarize away detail. Summarizing is allowed? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." That suggests we should not omit details, but we can combine similar bullet points as long as we don't lose info. However summarizing could be considered losing detail. Safer to list each distinct item as separate bullet, but we can group similar items if they are explicitly listed as a group in source. The source has bullet-like lists separated by semicolons. We can turn each semicolon-separated item into a bullet. Let's extract from "Responsibilities include, but are not limited to:" list: - logging, categorizing, and prioritizing incidents; - performing initial diagnosis and determining if escalation is necessary; - installing and maintaining software; - serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; - answering technical phone lines. Then from General Summary of Duty 1: list: - Log, track, and monitor all requests. - Fulfill pre-defined and pre-approved services. - Log, categorize, and prioritize incidents. - Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. - Investigate and diagnose issues per internal policies and procedures. - Apply resolutions and/or workarounds as appropriate to restore client operation as quickly as possible. Individual Tasks Related To The Duty: - Answer incoming calls and emails, meeting identified response standards. - Log requests for technical assistance received via the Hot Seat phone or email into the ticketing system. - Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary. - Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc. - Provide technical support and problem resolution for identified types of technical problems using established procedures, guidelines, and resources. - Document all information regarding the resolution of requests for technical assistance in the ticketing system, using established guidelines and procedures. - Attend meetings and training sessions on policy, procedure, applications, hardware, software, etc., as required. - Follow up on cases involving the hardware maintenance vendor. Duty 2: Perform special duties as assigned. We need to avoid duplication. Many items repeat (logging, categorizing, prioritizing incidents; perform initial diagnosis). We could keep them but duplication may be okay. However we should preserve all substantive info; duplication is not inventing, but it's repeating. Might be okay but could be considered redundant. Probably fine. We'll create a
- with
- for each distinct responsibility, trying to avoid exact duplicates but we can keep if they appear in different contexts. To be safe, we can merge duplicates but risk summarizing away detail. However the detail is same; merging doesn't lose info, just removes duplicate statement. I think it's acceptable. Let's create a combined list: Responsibilities: - Provide IT support to employees and partners. - Log and track requests received from clients. - Investigate, evaluate, and resolve reported support issues and requests. - Provide technical assistance in the implementation of technology and automation initiatives. - Log, categorize, and prioritize incidents. - Perform initial diagnosis and determine if escalation is necessary. - Install and maintain software. - Serve as a troubleshooter in the implementation and use of workstations and associated software and hardware. - Answer technical phone lines. - Fulfill pre-defined and pre-approved services. - Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. - Investigate and diagnose issues per internal policies and procedures. - Apply resolutions and/or workarounds as appropriate to restore client operation as quickly as possible. - Answer incoming calls and emails, meeting identified response standards. - Log requests for technical assistance received via the Hot Seat phone or email into the ticketing system. - Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary. - Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc. - Provide technical support and problem resolution for identified types of technical problems using established procedures, guidelines, and resources. - Document all information regarding the resolution of requests for technical assistance in the ticketing system, using established guidelines and procedures. - Attend meetings and training sessions on policy, procedure, applications, hardware, software, etc., as required. - Follow up on cases involving the hardware maintenance vendor. - Perform special duties as assigned. That seems comprehensive. Now Requirements: likely the required experience/education: "Required 2 3+ years of previous Tier 1 IT Helpdesk experience2 3+ years of previous Service Administration experience2 3+ years of IT Troubleshooting experienceAssociate s degree (IT Related)". Also location requirement maybe but we already used location in About. Could still include location requirement as requirement but we might duplicate. However we can include location requirement under Requirements as well, but we already have location in About. Might be okay but could be considered duplication. The instruction: do not repeat job title as heading, but doesn't forbid repeating content. However better to avoid redundancy. We'll keep location requirement