Help Desk Support Specialist

My3Tech; Dimondale (MI); Hybrid; USD 38,000 - 52,000; Full time

Job summary

My3Tech is seeking a motivated Tier 1 IT Helpdesk specialist in Michigan to log, diagnose, and resolve incidents, provide first-line technical support, and escalate when needed. You will document resolutions in our Remedy system and follow internal policies and procedures.

The ideal candidate has 2–3+ years in a helpdesk role, an IT-related associate degree, and experience with service administration and IT troubleshooting.

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’s degree (IT Related).

Responsibilities

• Fulfill pre-defined and pre-approved services.
• Log, categorize, and prioritize incidents.
• Perform initial diagnosis and determine if escalation is necessary.
• Investigate and diagnose issues per internal policies and procedures.
• Provide technical support and problem resolution for identified problems.
• Document all information regarding resolution in Remedy system.
• Attend meetings and training sessions on policy, procedure, etc., as required.
• Follow up on cases involving the hardware maintenance vendor.

Skills

Tier 1 Helpdesk

Service Administration

IT Troubleshooting

Education

Associate's degree (IT Related)

Tools

Remedy ITSM

Job description

• 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.
• Only local candidates will be considered for this role. Submissions my reside within 60-miles of Lansing at the time of submission.
• 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.
• 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 field