What are the responsibilities and job description for the Help Desk Administrator -Tier 1 (Hybrid) position at Class Valuation?
Please note: Visa sponsorship is not available for this position. Applicants must be authorized to work in the U.S. on a full-time basis without sponsorship.
At Class Valuation, LLC, we pride ourselves on delivering exceptional solutions in the appraisal management industry, rooted in our commitment to integrity, collaboration, and innovation. We are seeking a talented and motivated Help Desk Administrator - Tier I (hybrid) to join our dynamic team.
PURPOSE OF JOB:
ESSENTIAL TASKS:
The Help Desk Administrator - Tier 1 Technician is the first point of contact for all internal IT support requests. This role is responsible for managing and resolving basic technical issues, ensuring timely response to help desk tickets, and delivering excellent customer service. The position focuses on troubleshooting hardware, software, and user-access issues while escalating more complex problems to Tier 2 support.
In addition to remote support responsibilities, this role requires a strong on-site presence to manage physical IT assets, support office-based employees, and assist with infrastructure-related needs.
SCHEDULE: 8:00 A.M. - 5:00 P.M. EST
ESSENTIAL TASKS:
Ticket & User Support:
- Monitor, manage, and respond to help desk tickets in a timely manner
- Provide first-level technical support for hardware, software, and system issues
- Perform remote troubleshooting using diagnostic tools and structured questioning
- Track, document, and update all issues and resolutions in the ticketing system
- Follow up with users to ensure issue resolution and satisfaction
Technical Troubleshooting:
- Diagnose and resolve basic IT issues related to:
- Windows/Mac systems
- Mobile devices (iOS/Android)
- Microsoft 365 applications
- Network connectivity and access
- Install, configure, and deploy hardware and software
- Assist with onboarding/offboarding (user setup, permissions, equipment)
Escalation & Collaboration:
- Escalate unresolved or complex issues to Tier 2 support
- Collaborate with internal IT teams to ensure quick resolution
- Communicate effectively with users regarding issue status and timelines
Process & Documentation:
- Maintain accurate logs of incidents and resolutions
- Contribute to knowledge base articles and self-service documentation
- Identify recurring issues and suggest process improvements
- Provide feedback to improve IT services and user experience
Essential On-Site Functions:
Work Environment & Physical Requirements:
- This position follows a hybrid work model, requiring 3 days in-office and remote flexibility.
- The role requires lifting of equipment and packages up to 50 pounds, including laptops, monitors, and related IT hardware, as part of shipping, receiving, and workstation setup.
Physical IT Asset Management:
- Receive returned equipment from terminated employees (laptops, monitors, docks, peripherals)
- Scan and update assets in inventory and asset management systems
- Assess equipment condition and determine reusability
- Prepare, configure, and stage equipment for redeployment
New Hire Equipment Processing:
- Receive, inventory, and securely store newly purchased hardware
- Physically configure laptops, monitors, docking stations, and accessories
- Ensure all equipment is fully prepared prior to employee start dates
On-Site Technical Support:
- Provide hands-on troubleshooting for Troy office employees
- Diagnose and resolve hardware, connectivity, and device-related issues that require physical presence
Server Room & Network Access:
- Access server room when required to:
- Reset switches, firewalls, or network equipment
- Support outages or localized infrastructure issues
- Perform physical interventions not possible through remote access
Facility & Environmental Monitoring (IT Impact):
- Assist with IT-related facility issues (power outages, HVAC disruptions)
- Monitor environmental conditions impacting server room and IT infrastructure
Secure Equipment Handling:
- Ensure secure receipt and storage of IT equipment
- Maintain chain of custody for devices during onboarding and offboarding
Operational Coverage:
- Maintain consistent on-site IT presence during core business days (typically Tuesday–Thursday)
- Support staggered schedules to ensure appropriate IT coverage based on workload
- Regular attendance is a requirement
REQUIREMENTS:
Education & Experience:
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience)
- 1–2 years of experience in help desk or technical support role
Technical Skills:
- Basic understanding of:
- Windows & Mac operating systems
- Microsoft 365 / Office applications
- Mobile device support (iOS/Android)
- Ticketing systems and remote support tools
- Ability to troubleshoot common IT issues
Soft Skills:
- Strong communication and customer service skills
- Ability to remain calm and professional under pressure
- Strong problem-solving and critical-thinking abilities
- Team-oriented with a willingness to learn
Preferred Qualifications:
- Experience with Azure, Intune, or endpoint management tools
- Familiarity with ITIL or help desk best practices
- Prior experience in a customer-facing technical role
Technology Environment:
- Microsoft 365 (Office, Azure, Intune)
- Windows 10/11, macOS
- Mobile platforms (iOS, Android)
- Zoom Workplace and collaboration tools
Career Progression:
This role serves as a foundation for advancement into Tier 2 IT Support, where responsibilities expand into handling escalations, infrastructure support, and project work.
This will be a hybrid role, with 3 days per week in the office required Troy, MI.
A FEW THINGS WE OFFER:
- Competitive salary
- Valuable benefits including health, dental, vision, life, disability, and pet insurance coverage options!
- 401K with employer matching options
- Generous vacation accrual
- Health Care Savings Account (HSA) & Flexible Spending Account (FSA) options
- Generous Paid Time Off (PTO) and sick leave
Our Core Values:
Roll Up Your Sleeves
- No Job Is Beneath Anyone
- Do What Is Necessary
- Winners Work
Passion To Win
- Never Settle
- Every Detail Matters
- Embrace The Suck
Care And Respect For Family
- Support, Serve And Trust
- Golden Rule
- Work Family/Home Family Balance
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Class Valuation will be based on merit, qualifications, and abilities. Class Valuation does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, height, weight, familial or marital status, pregnancy, childbirth, or a related medical condition, ancestry, citizenship status, disability or handicap, veteran status, arrest record or any other characteristic protected by applicable federal, state or local laws. Our leadership team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, team member activities and general treatment during employment.
This role will remain open for 3 days or until filled.