IT Help Desk Technician

Masterapp Labs; Dimondale (MI); Hybrid; USD 25,000 - 41,000; Part time

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.

Skills

Tier 1 support

Troubleshooting

Customer service

Education

Associate's degree in IT related field

A+ Certification

Cisco Routing

Security+

SANS

Tools

Remedy ticketing

Motorola radios

Job description

Job Title: IT Help Desk Technician

Location: Dimondale as well Lansing, MI, (Hybrid)-Onsite from day 1, two days a week

Position Type: Contract

Interview Mode : In person interviews will be conducted in Dimondale as well Lansing.

Responsibilities

• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
• Monitor open cases for resolution within established timeframes and escape to appropriate parties when necessary.
• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
• Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
• Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
• Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
• Follow up on cases involving the hardware maintenance vendor.
• General Summary of Duty 2:
• 5% Perform special duties as assigned.

Required:

• 2-3+ years of previous Tier 1 IT Helpdesk experience
• 2-3 + years of previous Service Administration experience
• 2-3+ years of IT Troubleshooting experience
• Associate's degree (IT Related)

Preferred:

• IT Certifications (A+, CISCO Routing, Security +, SANS*)
• Previous IT related first responder experience (using Motorola)
• Prior military experience in the radio field