Help Desk Pro: Level 1 Tech Support for Education

HTC Global; Detroit (MI); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Hybrid and Workplace flexibility

Work-Life-Balance

Well-defined career development plan

Rewards & Recognition program

L&D focuses on upskilling

Hands-on experience on Emerging Tech

Job summary

HTC Global Services is seeking a Help Desk Support Specialist – Level 1/1.5 for our Detroit location. This full-time role focuses on resolving routine IT issues for staff and students, with remote assistance and escalation when needed.

The ideal candidate has a foundational IT background, customer service skills, and experience with common help desk tools to deliver efficient support in an educational environment.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related discipline.
• Minimum of three (3) years of experience in a technical support or help desk role.
• Basic knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite.
• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
• Experience with remote desktop tools, call management, and help desk software.
• Strong verbal and written communication skills, including the ability to explain technical concepts clearly to non-technical users.
• Ability to accurately document service requests, troubleshooting steps, and resolutions in a help desk system.

Responsibilities

• Respond to incoming calls, help desk tickets, and remote support requests from staff and students.
• Diagnose and resolve Level 1/1.5 technical issues, including password resets, account lockouts, basic software troubleshooting, and hardware peripheral setup and connectivity.
• Use phone and remote support tools to provide timely technical assistance.
• Document support requests, troubleshooting steps, and resolutions accurately in the help desk system.
• Escalate complex or unresolved issues to Level 2 or specialized support teams, ensuring clear communication and handoff.
• Provide users with clear instructions and guidance on common technical issues.
• Assist with monitoring IT systems and alerting appropriate teams when issues are detected.
• Collaborate with other IT teams to troubleshoot problems, share knowledge, and improve support processes.
• Maintain professionalism and a high level of customer service when interacting with students, staff, and administrators.
• Meet key performance metrics and annual objectives focused on service efficiency, customer engagement, and support operations.
• Perform other duties as assigned by the supervisor.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Education

Bachelor's degree in Information Technology, Business Administration, or related discipline

Tools

Remote desktop tools

Help desk software

Call management

Microsoft Office Suite

Windows

macOS

Job description

HTC Global Services is seeking a Help Desk Support Specialist – Level 1/1.5 for our Detroit location. This full-time role focuses on resolving routine IT issues for staff and students, with remote assistance and escalation when needed.

The ideal candidate has a foundational IT background, customer service skills, and experience with common help desk tools to deliver efficient support in an educational environment.