Career-Boosting IT Help Desk Specialist – Level 1/1.5

HTC Global Services; Detroit (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

HTC Global Services is seeking a Help Desk Support Specialist – Level 1/1.5 to assist staff and students in resolving everyday technology challenges in an educational setting. You will be the first point of contact, providing professional phone and remote assistance, troubleshooting, and documenting requests.

The ideal candidate will have a foundational IT background, customer service skills, and 3+ years in a help desk role, with knowledge of Windows, macOS, and Microsoft Office, plus basic

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related discipline.
• Minimum of three (3) years of experience in a technical support or help desk role.
• Basic knowledge of Windows and macOS operating systems.
• Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.
• Understanding of network fundamentals, including Wi‑Fi connectivity and basic troubleshooting.
• Experience with remote desktop tools, call management, and help desk software.
• Strong verbal and written communication skills, including the ability to explain technical concepts clearly to non-technical users.
• Ability to accurately document service requests, troubleshooting steps, and resolutions in a help desk system.

Responsibilities

• Respond to incoming calls, help desk tickets, and remote support requests from staff and students.
• Diagnose and resolve Level 1/1.5 technical issues, including password resets, account lockouts, basic software troubleshooting, and hardware peripheral setup and connectivity.
• Use phone and remote support tools to provide timely technical assistance.
• Document support requests, troubleshooting steps, and resolutions accurately in the help desk system.
• Escalate complex or unresolved issues to Level 2 or specialized support teams, ensuring clear communication and handoff.
• Provide users with clear instructions and guidance on common technical issues.
• Assist with monitoring IT systems and alerting appropriate teams when issues are detected.
• Collaborate with other IT teams to troubleshoot problems, share knowledge, and improve support processes.
• Maintain professionalism and a high level of customer service when interacting with students, staff, and administrators.
• Meet key performance metrics and annual objectives focused on service efficiency, customer engagement, and support operations.
• Perform other duties as assigned by the supervisor.

Skills

Help desk experience

Customer service

Windows

macOS

Microsoft Office

Network fundamentals

Remote desktop tools

Documentation skills

Communication skills

Troubleshooting

Education

Bachelor's degree in Information Technology or related

Tools

Remote desktop tools

Help desk software

Ticket management software

Job description

HTC Global Services is seeking a Help Desk Support Specialist – Level 1/1.5 to assist staff and students in resolving everyday technology challenges in an educational setting. You will be the first point of contact, providing professional phone and remote assistance, troubleshooting, and documenting requests.

The ideal candidate will have a foundational IT background, customer service skills, and 3+ years in a help desk role, with knowledge of Windows, macOS, and Microsoft Office, plus basic