What are the responsibilities and job description for the IT Help Desk Technician position at Masterapp Labs?
Job Title: IT Help Desk Technician
Location: Dimondale as well Lansing, MI, (Hybrid)-Onsite from day 1, two days a week
Position Type: Contract
Interview Mode: In person interviews will be conducted in Dimondale as well Lansing.
Responsibilities
- Answer incoming calls and emails, meeting identified response standards.
- Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
- Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
- Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
- Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
- Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
- Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
- Follow up on cases involving the hardware maintenance vendor.
- General Summary of Duty 2:
- 5% Perform special duties as assigned.
Required:
- 2-3 years of previous Tier 1 IT Helpdesk experience
- 2-3 years of previous Service Administration experience
- 2-3 years of IT Troubleshooting experience
- Associate’s degree (IT Related)
Preferred:
- IT Certifications (A , CISCO Routing, Security , SANS*)
- Previous IT related first responder experience (using Motorola)
- Prior military experience in the radio field
Salary : $20 - $22