Help Desk

FastTek Global; Detroit (MI); Sur place; USD 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Medical and Dental

Vision Insurance

PTO Program

Long Term Disability

Life Insurance

401(k) with matching

Résumé du poste

FastTek Global in Detroit is seeking a Technical Client Service Specialist to join the Technology Division's Client Services team. You will be the first contact for district staff and students, diagnosing and resolving basic to moderate IT issues by phone or remote connection, and escalating when needed.

The role focuses on clear communication, precise documentation, and proactive user education while supporting core IT systems and helping maintain service levels in an educational environment.

Qualifications

• Bachelor's degree in information technology or related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
• Minimum of three years' experience in a technical support or help desk role, preferably in an educational environment.

Responsabilités

• Respond to incoming calls, helpdesk tickets and remote requests for staff and students.
• Diagnose and resolve Level 1/1.5 IT support issues, including password resets and basic software troubleshooting.
• Escalate more complex problems to Level 2 and document steps in the helpdesk system.
• Maintain detailed records of support requests, troubleshooting steps, and resolutions.
• Provide user education and training on common technical issues.
• Assist in monitoring district IT systems and alert appropriate teams.
• Collaborate with other IT teams to improve support processes.
• Maintain professionalism and high levels of customer service.

Connaissances

Customer service

Technical support

Troubleshooting

Documentation

Communication

Teamwork

Formation

Bachelor's degree in information technology or related discipline

CompTIA A+ or Microsoft Fundamentals certifications

Outils

Windows

macOS

Remote desktop tools

Helpdesk software

Description du poste

Position Summary

As a significant member of the Technology Division's Client Services team, the Technical Client Service Specialist will serve as the first point of contact for technical support requests for district staff and students. This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary. An ideal candidate for this role possesses a blend of technical skills, customer service expertise, and an understanding of the unique challenges in an educational environment. Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience.

Minimum Qualifications

• Bachelor's degree in information technology, Business Administration or related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
• Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.

Technical Skills

• 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 helpdesk software.

Communication

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
• Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.

Physical Requirements

• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.

Essential Functions

• First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance.
• Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
• Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
• Escalation: Accurately document issues and elevate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
• Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
• User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
• System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
• Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
• Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.
• Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.
• Performs other duties as assigned by supervisor.

Additional Info

At FastTek Global, Our Purpose is Our People and Our Planet . We come to work each day and are reminded we are helping people find their success stories . Also, Doing the right thing is our mantra . We act responsibly, give back to the communities we serve and have a little fun along the way.

We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years !

FastTek Global is a financially strong, privately held company that is 100% consultant and client focused .

We’ve differentiated ourselves by being fast, flexible, creative and honest . Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.

Benefits

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

Plus, we have a lucrative employee referral program and an employee recognition culture.

FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019 , 2020, 2021, 2022, and 2023!

To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork

Follow us on Twitter: https://twitter.com/fasttekglobal

Follow us on Instagram: https://www.instagram.com/fasttekglobal

Find us on LinkedIn: https://www.linkedin.com/company/fasttek

You can become a fan of FastTek on Facebook: https://www.facebook.com/fasttekglobal/

AI & Hiring Disclosure

We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight.

All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.

If AI will be used in a video interview, you'll be informed in advance and asked for your consent, with the option to opt out.

Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.

To learn more or exercise your rights, please contact us at [e-mail].