Help Desk I

TekWissen LLC; Dimondale (MI); Hybrid; USD 42,000 - 58,000; Full time

Job summary

TekWissen Group is seeking a Help Desk I for a 12-month hybrid assignment in Dimondale, MI. You will be part of a team delivering IT support to employees and partners, logging requests and resolving issues, while assisting in technology implementations.

Requirements include 2–3+ years in Tier 1 IT Helpdesk, service administration, and IT troubleshooting, plus an Associate's degree in IT. This temporary role may involve shift coverage and collaboration across departments.

Qualifications

• 2–3+ years of Tier 1 IT Helpdesk experience.
• 2–3+ years of Service Administration experience.
• 2–3+ years of IT Troubleshooting experience.

Responsibilities

• Log and track requests, investigate, evaluate and resolve reported issues.
• Provide technical assistance in implementing technology and automation initiatives.
• Log, categorize, prioritize incidents; install and maintain software/hardware; troubleshoot workstations and related tools.

Skills

Helpdesk Support

Troubleshooting

Customer Service

Phone Support

Education

Associate's degree (IT Related)

Tools

Remedy ITSM

Job description

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. The below Client runs through fifteen executive departments which carry out the day-to-day administration of the federal government. Popular departments like Agriculture and Rural Development, Civil Rights, Environment, Health and Human Services, Natural Resources, Secretary of State. This Client has opportunities in a number of career pathways, including, but not limited to, business and administrative support, education and human services, IT and computers, medical and healthcare, natural resources, law enforcement and public safety, skilled trades and more. With positions in over 18 state departments, your perfect career fit is waiting for you at the client. This client is an Equal Opportunity Employer.

Job Title: Help Desk I

Location: Dimondale,MI 48821

Duration: 12 Months

Job Type: Hybrid

Work Type: Temporary Assignment

Shift: 07:30 AM To 04:30 PM

Job Description:

• General Summary of Function/Purpose of Position: Member of the team responsible for providing IT support to Client 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 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.
• 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.
• 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 escalating 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 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)

Preferred Skills:

• IT Certifications (A+, CISCO Routing, Security +, SANS*)
• Previous IT related first responder experience (using Motorola)
• Prior military experience in the radio field.

TekWissen Group is an equal opportunity employer supporting workforce diversity.