User Support Specialist

About the Role

The Michigan House of Representatives is seeking a User Support Specialist I to join the Information Systems Help Desk Team. This position supports legislators, staff, and business operations across the legislative campus by providing responsive, professional, and hands-on technical assistance. This is an excellent opportunity for an individual who enjoys solving problems, supporting users, learning new technologies, and working in a fast-paced public service environment. The ideal candidate will be detail-oriented, service-focused, collaborative, and comfortable communicating with both technical and nontechnical users.

What This Position Does

• Serve as a first point of contact for Help Desk requests received by phone, email, and Microsoft Teams.
• Troubleshoot hardware, software, connectivity, account, and general technology issues.
• Escalate complex issues to appropriate Information Systems staff when needed.
• Provide direct technology support to legislators and staff during live legislative sessions.
• Install, configure, and support desktops, laptops, tablets, smartphones, printers, and related equipment.
• Aid in testing and validating House software, systems, and equipment.
• Maintain and update content on internal and public-facing digital platforms as assigned.
• Support onboarding efforts by creating or updating user guides, product announcements, training materials, and presentations.
• Participate in technology projects, process improvements, and team training initiatives.
• Provide feedback to leadership regarding user needs, recurring issues, and service improvement opportunities.
• Perform other duties as assigned.

Minimum Qualifications

• Associate degree in computer science, information technology, or a related field preferred.
• Equivalent work experience in a technical support, help desk, customer service, or related role may be considered.
• Strong customer service, presentation, communication, and analytical skills.
• Familiarity with Microsoft Windows and Microsoft Office 365 is required.

Required Knowledge, Skills, and Abilities

• Working knowledge of Windows-based computers, operating systems, and common business applications.
• Proficiency with Microsoft Office 365.
• Ability to communicate technical information clearly and professionally to users with varying levels of technical experience.
• Strong customer service, interpersonal, and problem-solving skills.
• Ability to remain professional, discreet, and composed when supporting elected officials, staff, and confidential business functions.
• Strong attention to detail and willingness to follow established procedures.
• Ability to work collaboratively as part of a team while also taking initiative on assigned tasks.
• Knowledge of AI tools and their practical workplace applications, including the ability to use AI responsibly to improve productivity, assist with research, draft communications, summarize information, support troubleshooting, and help users understand appropriate use, limitations, data privacy considerations, and organizational guidelines.