Hybrid IT Help Desk Technician: Ticketing & Troubleshooting

Masterapp Labs

Dimondale (MI)

Hybrid

USD 25,000 - 41,000

Part time

4 days ago

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Job summary

Masterapp Labs in Dimondale/Lansing, MI seeks an IT Help Desk Technician for a hybrid role (onsite from day 1, two days weekly). You will handle calls, log tickets in Remedy, and resolve technical issues while meeting service levels.

Required: 2–3+ years in Tier 1 IT helpdesk, service administration, and troubleshooting, plus an Associate's degree in IT related field. Preferred: IT certifications such as A+, Cisco Routing, Security+, and SANS.

Qualifications

2–3+ years of Tier 1 IT helpdesk experience.
2–3+ years of service administration experience.
2–3+ years of IT troubleshooting experience.
Associate's degree (IT related)

Responsibilities

Answer incoming calls and emails, meeting identified response standards.
Log requests for technical assistance received via the Remedy system into ticketing.
Monitor open cases for resolution within established timeframes and escalate as needed.
Maintain metrics such as After Call Work, Schedule Adherence, Availability, and SLAs.
Provide technical support and problem resolution using established procedures.
Document all information regarding resolution in the Remedy system.
Attend meetings and training on policy and procedures.
Follow up on hardware maintenance vendor cases.
5% Perform special duties as assigned.