Helpdesk Technician - Hybrid

Smart IMS Inc; Dimondale (MI); Hybrid; USD 28,000 - 34,000; Full time

Job summary

Smart IMS Inc is seeking a Helpdesk Technician for a 12-month contract with hybrid work in Dimondale, Michigan. You will provide IT support, log and track requests, diagnose issues, and assist with technology implementations.

The role requires 2–3+ years in Tier 1 IT Helpdesk, plus Service Administration and troubleshooting experience. The position emphasizes strong ticketing, communication, and adherence to SLA metrics, with a 20–25 USD hourly rate and a focus on rapid problem resolution and

Qualifications

• Associate's degree (IT Related) with 2-3+ years in Tier 1 IT Helpdesk
• 2-3+ years of IT Troubleshooting experience
• 2-3+ years of Service Administration experience
• IT Certifications (A+, CISCO Routing, Security+, SANS)
• Prior IT first responder experience (using Motorola)
• Military experience in the radio field is a plus

Responsibilities

• Log, track, and monitor all requests and fulfill pre-defined services.
• Answer calls and emails, meeting response standards.
• Log requests via ticketing system for technical assistance.
• Monitor open cases and escalate when necessary within SLAs.
• Maintain metrics such as After Call Work, Availability, and SLAs.
• Provide technical support and problem resolution using established procedures.
• Document resolutions in the Remedy system.
• Attend policy and procedure trainings as required.
• Follow up on hardware maintenance with vendors.
• Perform special duties as assigned (5%).

Skills

Helpdesk experience

IT Troubleshooting

Service Administration

Education

Associate's degree (IT Related)

Tools

Remedy ticketing system

Motorola devices

Cisco Routing

Security+

SANS

Job description

Job Title: Helpdesk Technician - Hybrid

Duration (Contract): 12 Months

Client Location: Dimondale, Michigan, 48821

Location Preference: Hybrid

Job Description

As a
Helpdesk Technician, you are responsible for providing IT support to employees and partners. Log and track requests received from clients. Investigate, evaluate, and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives. Responsibilities including, but not limited to: log, categorize, prioritize incidents, perform initial diagnosis, and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.

Responsibilities

• Log, track, and monitor all requests. 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. Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.
• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
• Monitor open cases for resolution within established timeframes and elevate to appropriate parties when necessary.
• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
• 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.
• 5% Perform special duties as assigned.

Required Skills, Experiences, Education and Competencies

• Associate's degree (IT Related)
• 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
  • IT Certifications (A+, CISCO Routing, Security +, SANS)
  • Previous IT related first responder experience (using Motorola)
  • Prior military experience in the radio field

The hourly range for roles of this nature are $20.00 to $25.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.