Help Desk

IO Datasphere; Dimondale (MI); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Michigan Public Safety Communications System (MPSCS) invites applications for a Help Desk specialist to support employees and partners from Dimondale, MI in a hybrid on-site role. The role involves logging and tracking requests, diagnosing issues, escalating when needed, applying fixes, and maintaining service levels using Remedy.

Familiarity with Motorola systems and prior IT/helpdesk experience is required.

Qualifications

• 2-3 years of previous Tier 1 IT Helpdesk experience.
• 2-3 years of Service Administration experience.
• 2-3+ years of IT Troubleshooting experience.
• Associate's Degree in IT or related field.
• Experience using Motorola systems.
• Prior military experience in the radio field.

Responsibilities

• Log, track, and monitor all requests.
• Fulfill pre-defined services and escalate as needed.
• Log, categorize, and prioritize incidents.
• Provide initial diagnosis and determine escalation path.
• Apply resolutions or workarounds to restore operations quickly.
• Answer calls and emails meeting response standards.
• Document resolutions in the Remedy system.
• Maintain SLA metrics and attend training as required.

Skills

Tier 1 Helpdesk

Service Administration

IT Troubleshooting

Motorola systems

Military radio experience

Education

Associate's Degree in IT

Tools

Remedy

Job description

Client Name Michigan Public Safety Communications System (MPSCS)

Requisition 165509

Location Dimondale, MI

Duration 1+ years

Due Date 09/21/2026

C2C Possible No, W2 only

Interview Method Web-based with Camera On

NOTE: Only local candidates will be considered for this role. Submissions my reside within 60-miles of Lansing at the time of submission. Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Description:

Our client is looking for a Help Desk to be responsible for providing IT support employees and partners.

Tasks:

• 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 el…
• 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.
• 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.
• Other special duties as assigned.

Knowledge, Skills and Abilities Required:

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

Skills Required

• 2-3 years - Previous Tier 1 IT Helpdesk experience
• 2-3 years - Previous Service Administration experience
• 2-3+ years - IT Troubleshooting experience
• Associate's Degree (IT Related)
• Previous IT related experience using Motorola
• Prior military experience in the radio field