Help Desk Specialist

About the role

Reliance One is seeking a Help Desk Support Specialist to provide Tier 1 IT support to State of Michigan employees and partners. This role will respond to technical requests, troubleshoot hardware and software issues, document resolutions, and escalate incidents when necessary. The position is located in Dimondale, Michigan; only local candidates within 50 miles will be considered.

Responsibilities

• Log, track, categorize, and prioritize support requests
• Answer incoming technical support calls and emails
• Perform initial diagnosis and determine when escalation is required
• Troubleshoot workstation, software, hardware, and connectivity issues
• Install and maintain approved software
• Apply resolutions or workarounds to restore service quickly
• Monitor open cases and escalate when established timeframes are at risk
• Document incidents and resolutions in the Remedy ticketing system
• Meet established performance metrics, response standards, and service-level agreements
• Follow up on cases involving hardware maintenance vendors
• Attend required technical, policy, and procedural training

Required Qualifications

• Two to three years of Tier 1 IT help desk experience
• Two to three years of service administration experience
• Two to three years of IT troubleshooting experience
• Associate degree in Information Technology or a related field
• Strong customer service, communication, and documentation skills

Preferred Qualifications

• IT certifications such as CompTIA A+, Security+, Cisco Routing, or SANS
• Previous IT first-responder experience using Motorola systems
• Prior military experience involving radio systems

Benefits

Benefits begin on day 1.

Pay

$15.00 - $20.00 per hour.

Schedule

Hybrid schedule.