Help Desk

OP Consulting Group LLC; Dimondale (MI); Hybrid; USD 38,000 - 52,000; Full time

Job summary

OP Consulting Group LLC in Dimondale, Michigan, is seeking a HelpDesk Support specialist to join our hybrid IT team. You will handle first‑line support requests, triage issues, and ensure timely resolution for end users.

The role emphasizes communication, ticketing, and documented procedures; you will monitor SLAs, escalate when needed, and participate in ongoing training to stay current with hardware and software tools.

Qualifications

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

Responsibilities

• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance into the ticketing system.
• Monitor open cases for resolution within established timeframes and escalate when necessary.
• Maintain acceptable levels for metrics such as After Call Work and SLAs.
• Provide technical support and problem resolution using established procedures.
• Document resolution details in the ITSM system per guidelines.
• Attend meetings and training on policies, applications, hardware, software.
• Follow up on cases involving the hardware maintenance vendor.

Skills

Tier 1 Helpdesk Experience

Service Administration Experience

IT Troubleshooting

Education

Associate's degree (IT Related)

Job description

HelpDesk Support
Dimondale,MI
Hybrid

Key Responsibilities & Tasks:

• Communication: Answer incoming calls and emails, meeting identified response standards.

• Request Logging: Log requests for technical assistance received via the dedicated support phone or email into the ticketing system.

• Case Monitoring: Monitor open cases for resolution within established timeframes and escalated to appropriate parties when necessary.

• Performance Metrics: Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements (SLAs), etc.

• Technical Support: Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines, and resources.

• Documentation: Document all information regarding the resolution of requests for technical assistance in the designated IT service management (ITSM) system, using established guidelines and procedures.

• Professional Development: Attend meetings and training sessions on policies, procedures, applications, hardware, software, etc., as required.

• Vendor Coordination: Follow up on cases involving the hardware maintenance vendor.

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