IT Help Desk Specialist

Quantam; Detroit (MI); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) plan

Job summary

Quantam Solutions is seeking an IT Help Desk Support Specialist (Level 1) to provide frontline technical assistance in an educational environment. The role handles hardware, software, network connectivity, and account issues, serving staff and students from the onsite Detroit location.

The ideal candidate has strong troubleshooting and customer service skills, with experience supporting end users via phone, remote access, and ticketing systems.

Qualifications

• Requires a Bachelor’s degree in IT or related field.
• 3+ years of IT help desk or service desk experience.
• Proficient with Windows and macOS; strong Office suite skills.

Responsibilities

• Serve as first point of contact for IT support via calls, tickets, and remote sessions.
• Provide Level 1 and basic Level 1.5 troubleshooting for hardware, software, and network issues.
• Resolve password resets, account lockouts, and common software errors.
• Support Windows and macOS OS and Office applications.
• Use remote tools to diagnose and resolve problems.
• Document requests and resolutions in the ticketing system.
• Escalate complex issues to Level 2 when needed.
• Assist users with basic IT procedures and provide clear instructions.
• Monitor IT systems and report outages or concerns.
• Collaborate with IT teams to improve service delivery and response times.
• Maintain high customer service standards and meet performance metrics.
• Perform additional IT support duties as assigned.

Skills

Windows

macOS

Office 365

Remote desktop

IT ticketing

Communication

Multitasking

Customer service

Education

Bachelor's degree in Information Technology, Business Administration, or a related field

Tools

Remote desktop tools

IT ticketing system

Microsoft Office

Job description

Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. We are currently seeking a Help Desk Specialist. Candidates must be located within 90 miles of Detroit, MI. Interviews will be held in person in Detroit, MI. There is no option for a video interview. The work schedule is onsite in Detroit, MI. There is no option for a fully remote work schedule.

Location:

Onsite – Detroit, MI

Work Schedule:

7:00 AM – 5:00 PM

Work Arrangement:

100% Onsite

Position Overview

Our client is seeking an experienced IT Help Desk Support Specialist (Level 1) to provide frontline technical support to staff and students in an educational environment. This role serves as the first point of contact for IT-related issues, providing timely troubleshooting and resolution of hardware, software, network connectivity, and user account problems.

The ideal candidate will have strong technical troubleshooting skills, excellent customer service abilities, and experience supporting end users through phone, remote access, and help desk ticketing systems.

Key Responsibilities

• Serve as the first point of contact for incoming IT support calls, help desk tickets, and remote assistance requests.
• Provide Level 1 and Level 1.5 technical support for hardware, software, operating systems, and network connectivity issues.
• Troubleshoot and resolve password resets, account lockouts, software errors, printer issues, and peripheral connectivity problems.
• Support Windows and macOS operating systems and Microsoft Office applications.
• Utilize remote desktop tools to diagnose and resolve technical issues.
• Document all support requests, troubleshooting steps, and resolutions in the help desk ticketing system.
• Escalate complex technical issues to Level 2 support or specialized IT teams as needed.
• Assist users with basic IT procedures and provide clear instructions to prevent recurring issues.
• Help monitor IT systems and report potential outages or technical concerns.
• Collaborate with internal IT teams to improve service delivery and issue resolution.
• Maintain high standards of customer service, professionalism, and responsiveness.
• Meet established service desk performance metrics and support continuous process improvements.
• Perform additional IT support duties as assigned.

Required Qualifications

• Bachelor's degree in Information Technology, Business Administration, or a related field.
• Minimum of 3 years of experience in an IT help desk, service desk, or technical support role.
• Working knowledge of Windows and macOS operating systems.
• Experience troubleshooting Microsoft Office applications and common business software.
• Basic understanding of networking concepts, including Wi-Fi and network connectivity troubleshooting.
• Experience using remote desktop support tools and IT ticketing systems.
• Strong verbal and written communication skills with the ability to assist nontechnical users.
• Ability to manage multiple support requests, prioritize issues, and maintain accurate documentation.

Preferred Qualifications

• CompTIA A+, Microsoft Fundamentals, or equivalent IT certification.
• Previous IT support experience in a K–12 school district, educational institution, or similar environment.
• Experience supporting large end-user environments with diverse technical needs.

Additional Requirements

• Must be able to work onsite during the scheduled hours.
• Ability to sit for extended periods and occasionally lift or transport computer equipment and peripherals.
• Background Check: In accordance with Michigan law, candidates selected for hire must successfully complete a criminal background check required for working in an educational environment. Additional details will be provided during the hiring process.