Help Desk 1 - Local Candidates only

IntelliX Software, Inc; Dimondale (MI); Hybrid; USD 57,859,000 - 66,125,000; Full time

Job summary

IntelliX Software, Inc. is seeking a Help Desk professional in Dimondale, MI for a 1-year contract. The role requires onsite work from day 1 with a hybrid schedule (two days per week) and no remote-only option.

Local candidates within 40–50 miles preferred. Compensation is $22/hr on W2, with in-person interviews in Lansing. Responsibilities include handling calls and emails, logging requests, monitoring cases, maintaining performance metrics, and providing tech support using established

Qualifications

• 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*).

Responsibilities

• Answer incoming calls and emails, logging requests in the ticketing system.
• Monitor open cases for resolution within established timeframes and escalate when needed.
• Maintain identified metrics such as After Call Work, Adherence to Schedule and SLAs.
• Provide technical support and problem resolution for identified problems using established procedures.
• Document resolution details in Remedy per guidelines.
• Attend meetings and training on policies, applications, hardware and software.
• Coordinate with hardware maintenance vendors for follow-up.

Skills

Tier 1 Helpdesk

Service Administration

IT Troubleshooting

Education

Associate's degree (IT Related)

Tools

Remedy

Job description

Posting ID- 165509

Position- Help Desk 1

Start Date- 10/12/2026

End Date/Duration- 1 Years from projected start date

Address- 7150 Harris Drive Dimondale 48821

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

Hybrid: Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week.

Rate- $22/hr on W2

Only Local Canidates wihtin 40-50 miles

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 fi