Help Desk 1

About the role

The Help Desk 1 resource will be part of a team responsible for providing IT support to our client employees and partners. Log, track, categorize, and prioritize IT support requests; investigate, diagnose, and resolve technical issues; perform initial troubleshooting and determine when escalation is required; provide technical assistance for workstations, hardware, software, and related technologies; install and maintain software; support technology and automation initiatives; answer technical support phone lines; document incidents and resolutions in the ticketing system; follow established policies, procedures, and service-level requirements. Location: Lansing, Michigan. Candidate must reside within 60 miles of Lansing at the time of submission. Duration: 1 year with possible extension. Project: Long-term. Work model: Hybrid — onsite 2 days per week from Day 1.

Responsibilities

• Answer incoming technical support calls and emails while meeting established response standards
• Log technical assistance requests received through the Hot Seat phone and email into the ticketing system
• Categorize and prioritize incidents appropriately
• Perform initial diagnosis and troubleshooting
• Determine whether incidents require functional or hierarchical escalation
• Investigate and diagnose issues according to established policies and procedures
• Apply appropriate resolutions or workarounds to restore client operations as quickly as possible
• Monitor open cases and ensure resolution within established timeframes
• Escalate cases when necessary
• Provide technical support and problem resolution using established procedures, guidelines, and resources
• Maintain required performance metrics, including: After Call Work Schedule Adherence Availability Service Level Agreements (SLAs)
• Document all troubleshooting and resolution details in the Remedy system
• Attend required meetings and training sessions related to applications, hardware, software, policies, and procedures
• Follow up on cases involving hardware maintenance vendors
• Perform special duties and assignments as directed

Requirements

• Tier 1 IT Help Desk experience 2–3+ years
• Service Administration experience 2–3+ years
• IT Troubleshooting experience 2–3+ years
• Associate’s degree in IT or related field

Pay

$18 to $22/hour

Schedule

Hybrid — onsite 2 days per week from Day 1