Hybrid IT Help Desk Specialist – Tier 1 Support

OP Consulting Group LLC; Dimondale (MI); Hybrid; USD 38,000 - 52,000; Full time

Job summary

OP Consulting Group LLC in Dimondale, Michigan, is seeking a HelpDesk Support specialist to join our hybrid IT team. You will handle first‑line support requests, triage issues, and ensure timely resolution for end users.

The role emphasizes communication, ticketing, and documented procedures; you will monitor SLAs, escalate when needed, and participate in ongoing training to stay current with hardware and software tools.

Qualifications

• 2–3 years of Tier 1 IT Helpdesk experience required.
• 2–3 years of Service Administration experience required.
• 2–3 years of IT Troubleshooting experience required.
• Associate's degree (IT Related) required.

Responsibilities

• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance into the ticketing system.
• Monitor open cases for resolution within established timeframes and escalate when necessary.
• Maintain acceptable levels for metrics such as After Call Work and SLAs.
• Provide technical support and problem resolution using established procedures.
• Document resolution details in the ITSM system per guidelines.
• Attend meetings and training on policies, applications, hardware, software.
• Follow up on cases involving the hardware maintenance vendor.

Skills

Tier 1 Helpdesk Experience

Service Administration Experience

IT Troubleshooting

Education

Associate's degree (IT Related)

Job description

OP Consulting Group LLC in Dimondale, Michigan, is seeking a HelpDesk Support specialist to join our hybrid IT team. You will handle first‑line support requests, triage issues, and ensure timely resolution for end users.

The role emphasizes communication, ticketing, and documented procedures; you will monitor SLAs, escalate when needed, and participate in ongoing training to stay current with hardware and software tools.