Help Desk 1

Aroha Technologies, Inc; Dimondale (MI); Hybrid; USD 38,000 - 60,000; Full time

Job summary

Aroha Technologies, Inc. is seeking a Help Desk professional to support employees and partners in a hybrid Lansing, Michigan environment. The role focuses on logging, diagnosing, and resolving IT issues, while assisting with software and hardware setup and ongoing support.

Responsibilities include maintaining ticketing records, prioritizing incidents, and escalating where needed. Strong communication and collaborative skills are essential for success in this role.

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 degree (IT Related).

Responsibilities

• Log, track, and monitor all requests from employees and partners.
• Perform initial diagnosis and determine if escalation is necessary.
• Install and maintain software on workstations and related hardware.
• Provide technical assistance in implementing technology and automation initiatives.
• Document resolutions and workarounds in the ticketing system.

Skills

Tier 1 IT Helpdesk

Service Administration

IT Troubleshooting

Technical Support

Education

Associate degree (IT Related)

Job description

Title: Help Desk 1

Duration: 1 year with possible extension This is intended to be a long-term project.

Work: Hybrid No remote-only option.

Location : Lansing, Michigan.

Interview: In-person interviews will be conducted in Lansing.

Location Requirement: Only local candidates will be considered. Candidates must reside within 60 miles of Lansing at the time of submission.

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.

Job Description

Member of the team responsible for providing IT support to 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 include, but are not limited to: logging, categorizing, and prioritizing incidents; performing initial diagnosis and determining 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. Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnose issues per internal policies and procedures. Apply resolutions and/or workarounds 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 the 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 ticketing system, using established guidelines and procedures.
• Attend meetings and training sessions on policy, procedure, 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

Primary Skills:

Tier 1 IT Helpdesk, Service Administration, IT Troubleshooting, Technical Support

Secondary Skills:

Ticketing Systems, Hardware & Software Support, Incident Management, Technical Phone Support, IT Certifications, Motorola, Radio Systems