Help Desk Specialist

Ventures Unlimited Inc; Lansing (MI); Hybrid; USD 48,000 - 68,000; Full time

Job summary

Ventures Unlimited Inc. is seeking a capable IT Help Desk specialist for a long-term project in Lansing, MI. The role requires onsite presence from Day 1 with a hybrid schedule of two days per week, and an in-person interview in Lansing.

Local candidates within 60 miles are preferred. You will handle incoming technical support requests, log issues in Remedy, diagnose problems, and provide timely resolutions.

Qualifications

• 2–3+ years of Tier 1 IT Help Desk experience.
• 2–3+ years of Service Administration experience.
• 2–3+ years of IT troubleshooting experience.
• Associate’s Degree in IT or a related field.
• Strong written and verbal communication skills.
• Experience working with ticketing/service management processes.

Responsibilities

• Answer incoming technical support calls and emails while meeting response standards.
• Log and track requests in the Remedy ticketing system.
• Categorize and prioritize incidents per procedures.
• Perform initial diagnosis, troubleshooting, and issue resolution.
• Determine escalation needs and route accordingly.
• Investigate issues and apply approved resolutions or workarounds.
• Monitor open tickets and ensure timely resolution per SLAs.
• Document troubleshooting steps and resolutions in the ticketing system.
• Provide guidance on workstations, hardware, software, and related apps.
• Install and maintain software as required.
• Troubleshoot workstation hardware and software issues.
• Coordinate with hardware maintenance vendors as needed.
• Attend technical training, meetings, and policy sessions.
• Support technology and automation initiatives as assigned.
• Communicate clearly with technical and non-technical users.

Skills

IT Help Desk

Service Administration

IT Troubleshooting

Communication skills

Ticketing systems

Education

Associate’s Degree in IT or related field

Tools

Remedy ticketing system

Job description

Work Schedule: Hybrid – Onsite from Day 1, 2 Days/Week

Interview: In-Person – Lansing, MI

• Local candidates only – Candidate must reside within 60 miles of Lansing, MI at the time of submission.
• No fully remote option.
• Must be available to work onsite from Day 1, two days per week.
• Must be available for an in-person interview in Lansing, MI.
• This is intended to be a long-term project with an initial 1-year duration and possible extension.

Key Responsibilities

• Answer incoming technical support calls and emails while meeting established response standards.
• Log and track technical assistance requests in the ticketing system.
• Categorize and prioritize incidents based on established procedures.
• Perform initial diagnosis, troubleshooting, and issue resolution.
• Determine when incidents require functional or hierarchical escalation.
• Investigate technical issues and apply approved resolutions or workarounds to restore client operations.
• Monitor open tickets and ensure issues are resolved within established timeframes.
• Maintain service-level metrics, including Service Level Agreements (SLAs), availability, schedule adherence, and after-call work.
• Document troubleshooting activities, resolutions, and relevant case information in the Remedy ticketing system.
• Provide technical assistance with workstations, hardware, software, and associated applications.
• Install and maintain software as required.
• Troubleshoot issues related to workstation hardware and software.
• Follow up on cases involving hardware maintenance vendors.
• Attend required technical training, meetings, and policy/procedure sessions.
• Support technology and automation initiatives as assigned.
• Provide clear and concise communication to both technical and non-technical users.

Required Qualifications

• 2–3+ years of Tier 1 IT Help Desk experience
• 2–3+ years of Service Administration experience
• 2–3+ years of IT troubleshooting experience
• Associate’s Degree in IT or a related field
• Strong written and verbal communication skills
• Ability to troubleshoot, diagnose, document, and resolve technical issues effectively.
• Experience working with ticketing/service management processes.

Preferred Qualifications

• IT certifications such as:
• CompTIA A+
• Cisco Routing
• Security+
• SANS
• Previous IT-related first responder experience, particularly using Motorola technologies.
• Prior military experience in the radio field.