Hybrid Help Desk Specialist: Tier 1 IT Support (Contract)

Reliance One, Inc.; Dimondale (MI); Hybrid; USD 21,000 - 28,000; Full time

Job summary

Reliance One, Inc. in Dimondale, Michigan is seeking a Help Desk Support Specialist to provide Tier 1 IT support to State of Michigan employees and partners.

This contract role offers a hybrid schedule with benefits starting on day one; you will log and triage requests, diagnose issues, escalate when needed, and document resolutions in Remedy. Candidates should have 2–3 years of Tier 1 help desk experience and an associate IT degree; local candidates within 50 miles are preferred.

Qualifications

• Two to three years of Tier 1 IT help desk experience.
• Two to three years of service administration experience.
• Two to three years of IT troubleshooting experience.
• Associate degree in Information Technology or a related field.
• Strong customer service, communication, and documentation skills.

Responsibilities

• Log, track, categorise, and prioritise support requests
• Answer incoming technical support calls and emails
• Perform initial diagnosis and determine when escalation is required
• Troubleshoot workstation, software, hardware, and connectivity issues
• Install and maintain approved software
• Apply resolutions or workarounds to restore service quickly
• Monitor open cases and escalate when timeframes are at risk
• Document incidents and resolutions in Remedy
• Meet established performance metrics, response standards, and service-level agreements
• Follow up on cases involving hardware maintenance vendors
• Attend required technical, policy, and procedural training

Skills

Customer service

Communication skills

Documentation

Problem solving

Education

Associate degree in Information Technology

Related field

Tools

Remedy

Motorola systems

Cisco Routing

Job description

Reliance One, Inc. in Dimondale, Michigan is seeking a Help Desk Support Specialist to provide Tier 1 IT support to State of Michigan employees and partners.

This contract role offers a hybrid schedule with benefits starting on day one; you will log and triage requests, diagnose issues, escalate when needed, and document resolutions in Remedy. Candidates should have 2–3 years of Tier 1 help desk experience and an associate IT degree; local candidates within 50 miles are preferred.