1 IT Service Desk Specialist – Level-1 Job in Wayne, MI

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IT Service Desk Specialist – Level-1

Community Living Services

Wayne, MI | Full Time

$44k-54k (estimate)

4 Months Ago

IT Service Desk Specialist – Level-1

$44k-54k (estimate)

Full Time | Social & Legal Services 4 Months Ago

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Community Living Services is Hiring an IT Service Desk Specialist – Level-1 Near Wayne, MI

Rate of pay: $16.61-$22.42

FLSA: Non-Exempt

Job Title: IT Service Desk Specialist

Job Summary: The Service Desk Specialist 1 will provide support for incident resolution and requests reported to the division help desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Specialist is responsible for collecting information through customer conversations, E-mails, and ticketing system.

Handles a wide variety of system problem solving and support tasks under the primary direction of the Director of IT.

Reporting Relationship: Reports to the Director of IT

Duties and Responsibilities

Under oversite of the Director of IT:

Provide technical Level-I IT Help Desk support to end users.

Set up administrative systems, desktop solutions and phone requirements for new staff on-boarding and on-going staff support. This includes the set-up and management of the users system account structure.

Manage IT Asset inventory in support of staff across the organization (laptops, screens, phones, etc.)

Enter and monitor tickets in CLS IT-Ticket Request System. Review and triage new issues. Forward or resolve the issues as needed.

Support for Microsoft Office 365 Applications:

Word, Excel, PowerPoint, advanced Outlook Calendaring.
One Drive/Sync, SharePoint
Microsoft Teams: video meetings, collaboration, and file sharing.

Install standard desktop applications on new systems.

Coordinate repairs with vendors.

Create and update documentation such as standard operating procedures and training guides.

Administer and maintain Active Directory and Azure Active Directory user accounts and group objects.

Adheres to CLS Code of Ethics and Mission and Value statements.

Assists with supply and procurement of items necessary for system management.

Assists with moving and setup of computers or computer-video training and overhead display.

Creates a positive customer support experience and builds strong relationships as the first point of contact for the rest of the organization.

Qualifications and Requirements:

Desire two years minimum in technical support involving installing, upgrading and problem solving configurations for PCs and networks. One year’s hands on experience with Windows, IOS Phones and Office365 support.

Computer training or certifications highly desired.

Ability to interface with a wide variety of departments and individuals on concurrent multiple issues.

Experience in health-related business environment helpful.

Experience in supporting a remote work force with remote support tools highly desired.

The position is an ON-SITE five days a week during normal business hours at our Wayne, Mi location.

Must be flexible, assertive, and systematic. Occasional moderate lifting is also required. Periodic scheduled and non-scheduled travel between sites is required in executing essential duties and responsibilities of this position. Employees must provide their own transportation. Maintenance of a valid driver’s license, an acceptable driving record, and vehicle registration and insurance in compliance with State of Michigan requirements are all continuing conditions of employment. If driving a vehicle other than the one listed on file with the Human Resources Department, employee is responsible for ensuring the vehicle is registered, insured, and meets all other State of Michigan motor vehicle requirements and providing documentation as requested. CLS policy restricts the use of an alternate driver without the express, prior written authorization of the Human Resources Director. A review of such requests will be based on evaluation of HIPAA compliance issues, work restrictions and other relevant factors.

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