Help Desk Technician

State of Michigan; Lansing (MI); On-site; USD 35,000 - 50,000; Part time

Job summary

The State of Michigan seeks a Help Desk Technician to provide level one technical support for the Michigan Legislative Service Bureau. This role entails assisting employees with hardware and software issues in a team-oriented environment, creating troubleshooting tickets, and potentially escalating advanced issues. Candidates should possess strong communication skills and a background in customer service, ideally with relevant technical certifications.

Qualifications

• Experience in a Microsoft Windows environment required.
• Technical certification such as CompTIA A+ preferred.
• Two years experience in customer service or equivalent.

Responsibilities

• Provide level one technical support for computer issues.
• Create initial tickets and triage issues.
• Escalate complex issues to higher support levels.

Skills

Troubleshooting

Customer Service

Communication

Organization

Remote Troubleshooting

Education

Associate degree in computer information systems or equivalent

Tools

Ticketing Systems (e.g., ServiceNow)

Job description

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Job Description

This team member works as level one technical support for Michigan Legislative Service Bureau (LSB) employees to report computer hardware, software, peripheral, and telephone related issues/service requests. This position shares responsibility for creating the initial ticket for the issue as well as the initial triage. As necessary, this person will escalate tickets to second and third level support team members. Work is performed in a team-oriented atmosphere in a moderately complex networked environment.

Job Description

This team member works as level one technical support for Michigan Legislative Service Bureau (LSB) employees to report computer hardware, software, peripheral, and telephone related issues/service requests. This position shares responsibility for creating the initial ticket for the issue as well as the initial triage. As necessary, this person will escalate tickets to second and third level support team members. Work is performed in a team-oriented atmosphere in a moderately complex networked environment.

The LSB Information Services Division is part of the Michigan Legislative Council and provides the Michigan Legislature with voice and data computer systems, including consolidated chamber automation, bill drafting tools, and maintenance and monitoring of the legislative network infrastructure.

Work hours are Monday to Friday, 8:30 am to 5:00 pm (37.5 hours per week) in Lansing, MI. This position provides on-site support five days per week. There may be opportunities for a hybrid work schedule after the first 30 days of work, depending upon the schedule of the Legislature.

Position Description

Required Education And Experience

• Proven experience and ability to troubleshoot issues in a Microsoft Windows environment required. Similar experience in a Mac environment preferred.
• Intermediate to advanced skills in Microsoft Word, Excel, Outlook, and PowerPoint.
• Previous help desk or call center experience preferred.
• Technical certification, such as CompTIA A+, or comparable experience.
• Well versed in the use of OneDrive and Teams
• Associate degree in computer information systems, business or equivalent.
• Two years’ experience in customer service, computer support or equivalent.
• Excellent interpersonal and communication skills, with ability to maintain a positive professional work environment.
• Excellent organizational skills, with ability to research, analyze, and document complex business processes and technical solutions ensuring accurate and efficient problem resolution.
• Demonstrates proficiency in using remote desktop tools and remote troubleshooting techniques to resolve user issues efficiently.
• Experience with ticketing systems (e.g., ServiceNow, Genuity) and workflow management, ensuring proper documentation, tracking, and resolution of support requests
  
  

Additional Requirements And Information

Online applications only are being accepted through the State of Michigan’s NEOGOV job posting website at https://www.governmentjobs.com/careers/michigan .

Applicants must include the following three items as separate attachments in the online application for full consideration:

• Cover letter outlining interest and qualifications.
• Resume.
• A copy of college transcripts.
  
  

The deadline to apply is 5:00 pm on Sunday, June 15, 2025.

The Legislative Council is a nonpartisan legislative information and service agency. This is an unclassified, non-Civil Service position in State government. All Legislative Council employees are considered “at-will,” except for LSB Printing Division union members. Employees are required to be non-partisan and maintain confidentiality.

This job is located at Boji Tower, 124 W. Allegan Street, Lansing, Michigan.

For questions, call the Legislative Service Bureau Human Resources Office at [phone].

For technical support with your application, call NeoGov Live Applicant Support at [phone].

Accommodations

If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator for the agency that posted this position vacancy.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Part-time

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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