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

RICEFW Technologies Inc; Dimondale (MI); Hybrid; USD 30,000 - 39,000; Full time

Job summary

RiceFW Technologies Inc. is seeking a qualified Help Desk professional to support the State of Michigan in Lansing.

The role requires a hybrid schedule with on-site presence two days per week and no remote-only option. You will log, track, and resolve Tier 1 IT issues, support service administration tasks, and assist with troubleshooting across workstations and software used by state employees and partners.

Qualifications

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

Responsibilities

• Log, track, and prioritize incidents for State of Michigan users and partners.
• Provide initial diagnosis and escalation as needed; resolve routine issues and document resolutions.

Skills

Tier 1 Helpdesk

Service Administration

IT Troubleshooting

Associate's degree IT

Education

Associate's degree (IT Related)

Job description

Security Comments:

Position Description:

Please ensure you attach the Cover Sheet (attached), valid Right to Represent with hybrid work schedule acknowledged and confirmed by candidate, and the candidate ;s resume with full legal first name, and last name ONLY. (Refer to Bid Submission Requirements). We request that resumes are kept to 4-5 pages, and your candidate may be rejected if this criteria is not met. Withdrawn candidates will not be permitted to be replaced. If you would like to use a sub vendor, only 1 level deep, please use dotStaff Forms link: /en-US/public/SOMI/forms/df22aa32-ddd7-4035-91ac-2a10092614e3

The State of Michigan is looking for: Help Desk 1 Max Bill : NA/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/ / at 10am EST - Interview Process: In person interviews will be conducted in Lansing. - 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 -miles of Lansing at the time of submission.

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:

% 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