Helpdesk Technician II

Smartsearchonline; Detroit (MI); On-site; USD 39,000 - 52,000; Full time

Job summary

Smartsearchonline is seeking a Helpdesk Technician II in Detroit, MI. This role supports end users via multiple channels, diagnoses hardware and software issues, and manages tickets from intake to resolution. A 2+ year background in IT support and strong English communication are required.

The position emphasizes adhering to procedures, maintaining ticket data accuracy, and staying flexible with shift schedules to ensure timely response and resolution for users.

Qualifications

• Bachelor’s degree or IT-related diploma is a plus.
• Minimum two years in college or completed Diploma/Certificate.
• At least 2 years of Technical Support experience.
• Excellent oral and written English communication.
• Strong customer service skills and ability to meet performance criteria.
• Willing to make several calls daily and handle tickets efficiently.
• Familiarity with PC hardware/software troubleshooting and ticketing systems.
• Experience with Software Application support (Outlook) is a plus.
• BPO technical support background is a plus.

Responsibilities

• Provide end-user support via phone, email, or web submits.
• Perform restorative or maintenance actions to resolve issues.
• Respond to problems based on standard procedures.
• Track incidents and calls with accurate data entry.
• Dispatch tickets and manage queue ageing.
• Handle P1/P2 tickets requiring immediate assistance.

Skills

Customer service

English communication

Ticketing system

Hardware troubleshooting

Software troubleshooting

Shift flexibility

Education

Bachelor’s degree or IT-vocational

Diploma/Certificate course in IT

Tools

Outlook

Job description

Join us to co-create solutions for a better future!

Job Details

Information Technology

Helpdesk Technician II Detroit, MI

Posted:10/1/2026

Job ID#: 65075

Job Category: Information Technology

Position Type: Full Time

Remaining Positions: 1

Details

• Provide professional end-user support via telephone, email or web submits.
• Provide restorative or maintenance actions to resolve end-user problems.
• Responds to end-user problems based on standard procedures.
• Track incidents and calls, including but not limited to, entering data into the database timely and accurately.
• Ticket Dispatcher - Responsible in distributing tickets in the queue and checking ageing tickets.
• Process P1/P2 tickets - Issue that needs immediate assistance

Job Requirements

• Bachelor's degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Must have at least 2 years Technical Support experience
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed the required performance criteria.
• Able and willing to make several calls a day when necessary.
• Familiarity andgood working knowledge in PC hardware andsoftware troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.

Pay Range: Based on Experience