Customer Service Representative 9 (Lead Worker) / ITB / CJIC / APMU / Help Desk

State of Michigan; Dimondale (MI); On-site; USD 48,000 - 64,000; Full time

Job summary

The State of Michigan is seeking a Lead Worker for the Criminal Justice Information Center (CJIC) Help Desk. This role provides first‑line guidance, training, and support to desk staff, reviews work, and coordinates assignments to meet operational goals while adapting to administrative changes.

The incumbent also handles inquiries from the public and agencies with confidentiality and professionalism. Under supervision, you will compile reports, analyze data, attend meetings, and offer insights

Qualifications

• Education typically acquired through completion of high school.

Responsibilities

• Lead worker of the CJIC Help Desk, providing first-line guidance, training, and support to help desk staff.
• Reviews employee work, answers job-related questions, and coordinates schedules and workloads.
• Compiles reports, analyzes data, attends meetings, and provides process improvement insights.
• Responds to inquiries from the public and agencies with timely, accurate service while maintaining confidentiality.

Education

High school diploma

Job description

Job Description

This position will be filled as a two-year limited term appointment. This position serves as the lead worker of the Criminal Justice Information Center (CJIC) Help Desk, providing first-line guidance, training, and support to help desk staff. The incumbent reviews employee work, answers job-related questions, and serves as the primary resource for new functions and procedures to ensure the unit meets operational goals and adapts to administrative changes. Under the direction of the supervisor, this position coordinates and schedules work assignments, monitors workflow, and provides administrative support by compiling reports, analyzing data, and attending meetings to offer insight on processes and operational needs. Additionally, the lead worker responds to inquiries from the public, governmental agencies, and non-governmental personnel via telephone, e-mail, and other communication channels, ensuring timely, accurate, and professional service while maintaining confidentiality and adherence to CJIC policies. This position must function in a bias-free manner.

Position Description

The Michigan State Police is committed to fostering a diverse, inclusive workplace that accepts, respects, and values the unique contributions of everyone. We are actively looking for individuals who share our commitment to equity and inclusion, and who reflect the communities we serve. Our members are expected to perform their tasks and duties in a bias‑free manner, ensuring all persons are treated with dignity, fairness, and respect. Join us as we help build a Michigan where everyone feels safe and secure.

The Michigan State Police (MSP) is a full-service policing agency with statewide jurisdiction, providing over 60 different services either directly to Michigan residents or in support of other law enforcement agencies. The MSP personnel most visible to the public are the uniform troopers whose primary responsibilities include traffic enforcement, crime prevention and investigation, and community engagement and service.

Blue and gold MSP benefits info graphic summarizing insurance, paid leave, and other benefits contained in the text below, with representative icons.

Required Education And Experience

Education

Education typically acquired through completion of high school.

Customer Service Representative 9

Four years of experience responding to customer inquiries and resolving problems, including two years equivalent to a Customer Service Representative 7 or one year equivalent to a Customer Service Representative E8.

Additional Requirements And Information

This position requires passing a pre-employment screening, including passing a drug screen, criminal history background check, and a fingerprint check by the Michigan State Police.

See full job specification at: https://www.michigan.gov/mdcs/-/media/Project/Websites/mdcs/JOBSPECS/C/CustomerServiceRepresentative.pdf

The State of Michigan has been recognized as a leading U.S. employer by new graduates from 2021-2023 and a best large U.S. and state employer. Recognized on the international stage for fostering positive employee engagement, the State of Michigan is a past recipient of a North America Government Agency Employees Engagement Award.

Accommodations

If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator for the agency that posted this position vacancy.