Help Desk - MPSCS

IO Datasphere, Inc.; Auvergne-Rhône-Alpes; Hybride; EUR 35 000 - 45 000; Plein temps

Résumé du poste

IO Datasphere, Inc. is seeking a Help Desk professional to provide IT support to employees and partners for the Michigan Public Safety Communications System (MPSCS).

You will log, track, and prioritize requests, perform initial diagnosis, escalate where needed, and apply workarounds to restore service quickly. The role requires onsite work from day one with a hybrid schedule and uses Remedy for ticket documentation.

Qualifications

• 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).

Responsabilités

• Log, track, and monitor all requests.
• Fulfill pre-defined and pre-approved services.
• Log, categorize, and prioritize incidents.
• Perform initial diagnosis and determine escalation as appropriate.
• Install and maintain software; troubleshoot workstations and hardware.
• Answer technical calls and emails meeting response standards.
• Document resolutions in the Remedy system.
• Maintain acceptable metrics (After Call Work, Adherence to Schedule, Availability, SLAs).

Connaissances

Tier 1 Helpdesk

Service Administration

IT Troubleshooting

Communication

Formation

Associate's Degree (IT Related)

Outils

Remedy

Motorola

Description du poste

Job No: 10559MI

Position Help Desk Client Name Michigan Public Safety Communications System (MPSCS) Requisition 165509 Location Dimondale, MI Duration 1+ years Due Date 09/21/2026 C2C Possible No, W2 only Interview Method Web-based with Camera On

NOTE: Only local candidates will be considered for this role. Submissions may reside within 60-miles of Lansing at the time of submission. Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Description

Our client is looking for a Help Desk to be responsible for providing IT support employees and partners.

Tasks

• Log, track, and monitor all requests.
• 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.
• Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.
• 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 escalation to appropriate parties when necessary.
• Log and track requests received from clients.
• Investigate, evaluate and resolve reported support issues and requests.
• Responsible for providing technical assistance in the implementation of technology and automation initiatives.
• Responsibilities including, but not limited to log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.
• 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.
• Other special duties as assigned.

Knowledge, Skills And Abilities Required

• Clear and concise written and verbal communication is crucial to success and productivity in this role.

Skills Required

• 2-3 years - Previous Tier 1 IT Helpdesk experience
• 2-3 years - Previous Service Administration experience
• 2-3+ years - IT Troubleshooting experience
• Associate's Degree (IT Related)

Skills Desired

• IT Certifications like A+, CISCO Routing, SANS, etc.
• Previous IT related experience using Motorola
• Prior military experience in the radio field