What are the responsibilities and job description for the Help Desk Support Specialist position at My3Tech?
Job: Help Desk 1
Location : Dimondale MI - HYBRID
- Interview Process: In person interviews will be conducted in Lansing.
- Hybrid: Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week.
- Only local candidates will be considered for this role. Submissions my reside within 60-miles of Lansing at the time of submission.
- Fulfill pre-defined and pre-approved services.
- Log, categorize, and prioritize incidents.
- Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate.
- Investigate and diagnosis issues per internal policies and procedures.
- 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