Helpdesk Technician I - On-Call & End-User Support

Heiden Technology Solutions; Saginaw Charter Township (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health Insurance

Simple IRA 3% Match

Annual Clothing Stipend

Phone Stipend

Life Insurance

Bonuses

Job summary

Heiden Technology Solutions in Saginaw, MI is seeking a Service Desk Technician Level 1 to provide professional, remote support to clients relying on IT systems. The role emphasizes rapid triage, ticket management, and clear communication within our Service Desk framework.

You will handle end-user issues, follow documented processes, work tickets from triage to completion, and collaborate with SDM and SDT teams.

Qualifications

• Technical skill relevant to technologies supported (ongoing).
• Excellent communication abilities for effective client and team interactions.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Provide support to end users of managed services clients.
• Take direction from the Service Desk Manager (SDM) and manage ticket assignments relative to ticket priority and age.
• Follow specific Service Desk Team documented processes and workflows.
• Work assigned tickets from triage through completion.
• Use our suite of service desk and tools to diagnose and resolve client support issues.
• Refer to client technical documentation for information that will help you understand and resolve client technology issues.
• Escalate assigned aging tickets to the SDT L2 or L3 when assigned tickets cannot be resolved within 1-hour to maintain acceptable average resolution time KPI.
• Seek assistance from the SDT L2, L3 or SDM when stuck.
• Document service work and time in ConnectWise.
• Understand the implications and effect of service procedures, steps, and tasks that your work will have on client infrastructure, uptime, and potential business interruption.
• Work collaboratively with the members of the Service Desk Team, and cross functionally with all service delivery teams and team members familiar with the client environment and business.
• Work with the SDM to identify chronic service issues across the client base.
• Provide after hours on call support based on the on-call schedule/rotation.
• Maintain technical skills required to perform the SDT role.
• Attend and participate in weekly one-on-ones with SDM and monthly team meetings.

Skills

Technical skills

Job description

Heiden Technology Solutions in Saginaw, MI is seeking a Service Desk Technician Level 1 to provide professional, remote support to clients relying on IT systems. The role emphasizes rapid triage, ticket management, and clear communication within our Service Desk framework.

You will handle end-user issues, follow documented processes, work tickets from triage to completion, and collaborate with SDM and SDT teams.