Help Desk Technician

vTech Solution; Michigan; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

vTech Solution is seeking a Help Desk 1 Technician in Michigan to provide Tier 1 IT support in a hybrid onsite/remote environment. The role focuses on categorizing, diagnosing, and resolving issues, with escalation as needed, in a high-service-metric setting.

Based in Dimondale/Lansing area, the position requires 40 hours per week, with onsite presence 2 days per week. Interview will be conducted in Lansing, MI.

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 in an IT-related field.
• Clear and concise written and verbal communication skills.

Responsibilities

• Log, track, and monitor all incoming support requests.
• Categorize and prioritize incidents; perform initial diagnosis and determine escalation needs.
• Answer incoming calls and emails via the Hot Seat phone line, logging issues into the Remedy ticketing system.
• Monitor open cases to ensure timely resolution and elevate when necessary.
• Maintain service metrics including After Call Work, Schedule Adherence, Availability, and SLAs.
• Provide technical support following established procedures and guidelines.
• Document all resolutions in Remedy according to internal policies.
• Follow up on hardware maintenance vendor cases.
• Attend training and meetings related to policies, applications, hardware, and software.
• Perform special assigned duties as required.

Skills

Tier 1 support IT

Service administration

IT troubleshooting

Clear communication

Education

Associate degree in IT

Tools

Remedy

Job description

Job Summary

The Help Desk 1 Technician provides Tier 1 IT support to employees and partners, handling technical support requests by categorizing, diagnosing, and resolving issues or escalating them as necessary. This role focuses on maintaining high service standards in a hybrid onsite/remote environment based in Lansing.

Responsibilities

• Log, track, and monitor all incoming support requests.
• Categorize and prioritize incidents; perform initial diagnosis and determine escalation needs.
• Answer incoming calls and emails via the Hot Seat phone line, logging issues into the Remedy ticketing system.
• Monitor open cases to ensure timely resolution and elevate when necessary.
• Maintain service metrics including After Call Work, Schedule Adherence, Availability, and SLAs.
• Provide technical support following established procedures and guidelines.
• Document all resolutions in Remedy according to internal policies.
• Follow up on hardware maintenance vendor cases.
• Attend training and meetings related to policies, applications, hardware, and software.
• Perform special assigned duties as required.

Required Skills & Certifications

• 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 in an IT-related field.
• Clear and concise written and verbal communication skills.

Preferred Skills & Certifications

• IT certifications such as A+, Cisco Routing, Security+, or SANS.
• Previous IT-related first responder experience, especially with Motorola systems.
• Prior military experience in the radio field.

Special Considerations

• Work in a hybrid environment with onsite presence required 2 days per week from Day 1.
• Support is provided in a high-service-metric environment requiring adherence to SLAs and schedule.

Scheduling

• 40 hours per week.
• Hybrid work location: Dimondale, MI with onsite attendance 2 days per week.
• Interview process conducted in-person in Lansing.