Help Desk Specialist

Job Title: Help Desk 1

Location: Dimondale, MI / Lansing, MI

Duration: 1 Year Possible Extension

Work Schedule: Hybrid – Onsite from Day 1, 2 Days/Week

Interview: In-Person – Lansing, MI

Important Candidate Requirements

• Local candidates only – Candidate must reside within 60 miles of Lansing, MI at the time of submission.
• No fully remote option.
• Must be available to work onsite from Day 1, two days per week.
• Must be available for an in-person interview in Lansing, MI.
• This is intended to be a long-term project with an initial 1-year duration and possible extension.

Key Responsibilities

• Answer incoming technical support calls and emails while meeting established response standards.
• Log and track technical assistance requests in the ticketing system.
• Categorize and prioritize incidents based on established procedures.
• Perform initial diagnosis, troubleshooting, and issue resolution.
• Determine when incidents require functional or hierarchical escalation.
• Investigate technical issues and apply approved resolutions or workarounds to restore client operations.
• Monitor open tickets and ensure issues are resolved within established timeframes.
• Maintain service-level metrics, including Service Level Agreements (SLAs), availability, schedule adherence, and after-call work.
• Document troubleshooting activities, resolutions, and relevant case information in the Remedy ticketing system.
• Provide technical assistance with workstations, hardware, software, and associated applications.
• Install and maintain software as required.
• Troubleshoot issues related to workstation hardware and software.
• Follow up on cases involving hardware maintenance vendors.
• Attend required technical training, meetings, and policy/procedure sessions.
• Support technology and automation initiatives as assigned.
• Provide clear and concise communication to both technical and non-technical users.

Required Qualifications

• 2–3 years of Tier 1 IT Help Desk experience
• 2–3 years of Service Administration experience
• 2–3 years of IT troubleshooting experience
• Associate’s Degree in IT or a related field
• Strong written and verbal communication skills
• Ability to troubleshoot, diagnose, document, and resolve technical issues effectively.
• Experience working with ticketing/service management processes.

Preferred Qualifications

• IT certifications such as:
• CompTIA A
• Cisco Routing
• Security
• SANS
• Previous IT-related first responder experience, particularly using Motorola technologies.
• Prior military experience in the radio field.