Hybrid IT Help Desk Analyst - Tier 1 Support

HTC Global Services, Inc.; Michigan; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work model

Work-Life Balance

Career development plan

Rewards & Recognition program

Learning & Development focus

Exposure to emerging technologies

Job summary

HTC Global Services, Inc. is seeking a Tier 1 IT Help Desk specialist in Dimondale, MI, supporting end users via phone and email. The role emphasizes incident management, software/hardware troubleshooting, and service request handling in a hybrid work environment.

Qualified candidates will have 2–3+ years in IT help desk and service administration, with an associate degree in an IT field and relevant certifications preferred. The position offers full-time hours and ongoing training opportunities.

Qualifications

• 2-3+ years of Tier 1 IT Help Desk experience.
• 2-3+ years of Service Administration experience.
• 2-3+ years of IT troubleshooting experience.
• Associate's degree in an IT-related field.

Responsibilities

• Provide Tier 1 technical support through phone and email.
• Log, categorize, prioritize, and track incidents in the ticketing system.
• Perform initial diagnosis of technical issues and determine escalation needs.
• Investigate issues and apply approved resolutions or workarounds to restore service.
• Monitor open support cases and escalate to meet timeframes.
• Document troubleshooting steps and resolutions per procedures.
• Install and maintain software as part of supported services.
• Participate in meetings and training related to applications, hardware, software, and support procedures.
• Coordinate follow-up activities involving hardware maintenance vendors.

Skills

Tier 1 IT help desk

Service administration

IT troubleshooting

Education

Associate's degree in IT

Job description

HTC Global Services, Inc. is seeking a Tier 1 IT Help Desk specialist in Dimondale, MI, supporting end users via phone and email. The role emphasizes incident management, software/hardware troubleshooting, and service request handling in a hybrid work environment.

Qualified candidates will have 2–3+ years in IT help desk and service administration, with an associate degree in an IT field and relevant certifications preferred. The position offers full-time hours and ongoing training opportunities.