Dimondale, MI - IT - CSS - MPSCS - N/A - Help Desk 1

BuzzClan; Dimondale (MI); Hybrid; USD 25,000 - 39,000; Full time

Job summary

State of Michigan is seeking a Help Desk 1 resource to provide frontline IT support to employees and partners. The role requires 2-3+ years of Tier 1 helpdesk experience, service administration, and troubleshooting skills.

It involves log/tracking requests, diagnosing issues, and offering technical assistance onsite in Dimondale, MI. The position is hybrid with onsite presence two days per week and a 1-year duration with potential extension.

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).

Responsibilities

• Log, track, and prioritize incidents and requests in the ticketing system.
• Diagnose issues and apply resolutions to restore operations quickly.
• Provide technical support for hardware and software; document resolutions in the system.
• Attend policy and procedure trainings as required.
• Maintain metrics and SLAs for performance and service quality.

Skills

Tier 1 Helpdesk experience

Service Administration experience

IT Troubleshooting experience

Education

Associate's degree (IT Related)

Tools

A+

Cisco Routing

Security+

SANS

Job description

Security Comments:

Position Description:

The State of Michigan is looking for:

Help Desk 1

Max Bill Rate: -/hour

Top Skills & Years of Experience:

• 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)

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

Will close submissions on: 9/22/26 at 10am EST

Interview Process: In person interviews will be conducted in Dimondale, MI.

Duration: 1 year with possible extension

This is intended to be a long-term project.

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 Dimondale at the time of submission.

Full Job Description Attached General Summary of Function/Purpose of Position: Member of the team responsible for providing IT support to State of Michigan employees and partners. 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.

General Summary of Duty 1: 95% of Time - 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 elevate to appropriate parties when necessary.

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.

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