IT Help Desk Specialist - Tier 1 Support

Mcnaughton Mckay Group; Madison Heights (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Paycom - ATS is seeking an IT Help Desk Support, Tier 1 to serve as the front line of IT experience for internal customers across office, warehouse, and field locations. You will deliver responsive, professional support, document work thoroughly, and help strengthen the connection between IT and the business.

The role emphasizes strong customer service, clear communication, and maintaining positive relationships with users, while resolving issues at first contact when possible and escalating

Qualifications

• Minimum 1 year of experience in help desk or user-facing IT role.
• Experience in a fast-paced environment where responsiveness and follow-through are important.
• Exposure to distribution, warehouse, field, or multi-site operations is preferred.

Responsibilities

• Respond to employees with professionalism and urgency to solve problems.
• Serve as the first point of contact for requests involving hardware, software, network access, mobile devices, printers, RF devices, and business systems.
• Document incidents, troubleshooting steps, resolutions, and follow-up actions in the ticketing system.
• Escalate issues with complete context, strong documentation, and a clear summary of actions taken.
• Assist with onboarding, user training, and day-to-day guidance to help employees use systems effectively.
• Maintain accurate records for supported hardware, software, and other IT assets.
• Support basic server, backup, or administrative tasks as assigned by the IT team.

Skills

Customer service

Communication

Troubleshooting

Follow-through

Relationship building

Tools

Ticketing system

VPN

Job description

Paycom - ATS is seeking an IT Help Desk Support, Tier 1 to serve as the front line of IT experience for internal customers across office, warehouse, and field locations. You will deliver responsive, professional support, document work thoroughly, and help strengthen the connection between IT and the business.

The role emphasizes strong customer service, clear communication, and maintaining positive relationships with users, while resolving issues at first contact when possible and escalating