IT Help Desk Technician

MortgagePros, LLC; Troy (MI); On-site; USD 42,000 - 65,000; Full time

Job summary

MortgagePros, LLC in Troy, MI is seeking an IT Help Desk Technician to provide first-line technical support for employees, diagnose and resolve issues, and maintain IT systems. The role focuses on rapid ticket handling, user assistance, and reliable service delivery.

Responsibilities include handling tickets via multiple channels, troubleshooting hardware and software, and enabling smooth onboarding with workstation setup. Excellent customer service and cybersecurity awareness are essential.

Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• Previous experience in an IT support or help desk role is required.

Responsibilities

• Provide first-level technical support via phone, email, chat, or in person.
• Receive, log, prioritize, and resolve IT service tickets using a ticketing system.
• Track, update, and document service tickets to ensure timely resolution and SLAs.
• Diagnose and troubleshoot hardware, software, printer, network, and connectivity issues.
• Install, configure, and maintain computers, operating systems, applications, and peripherals.
• Create and manage user accounts, passwords, and access permissions.
• Escalate complex tickets to senior IT support or specialized teams.
• Maintain documentation of issues, resolutions, and system changes.
• Educate users on IT best practices and cybersecurity awareness.
• Deliver excellent customer service while meeting response and resolution targets.

Skills

Windows & Office

Networking basics

Ticketing systems

Troubleshooting

Communication

Prioritization

Education

IT/CS degree (preferred)

Tools

Active Directory

Microsoft 365

Windows OS

Antivirus/Endpoint tools

Job description

An IT Help Desk Technician provides technical support to employees or customers by diagnosing and resolving hardware, software, network, and system issues. They ensure users can work efficiently by responding to support requests and maintaining IT systems.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, or in person.
• Receive, log, prioritize, and resolve IT service tickets using a ticketing system.
• Track, update, and document service tickets to ensure timely resolution and compliance with service level agreements.
• Diagnose and troubleshoot hardware, software, printer, network, and connectivity issues.
• Install, configure, and maintain computers, operating systems, applications, and peripheral devices.
• Create and manage user accounts, passwords, and access permissions.
• Escalate complex or unresolved service tickets to senior IT support or specialized teams.
• Maintain accurate documentation of technical issues, resolutions, and system changes.
• Assist with system updates, software deployments, and workstation setup for new employees.
• Educate users on IT best practices, cybersecurity awareness, and the proper use of technology.
• Deliver excellent customer service while meeting response and resolution time targets.

Required Skills

• Strong knowledge of Windows and Microsoft Office applications.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience with ticketing systems (e.g., Salesforce, Asana).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to prioritize tasks and work under pressure.

Qualifications

• Diploma or bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• Previous experience in an IT support or help desk role is required.

Common Tools

• Active Directory
• Microsoft 365
• Windows operating systems
• Antivirus and endpoint management tools

This role is ideal for individuals who enjoy solving technical problems, assisting users, and building a career in information technology. It often serves as an entry point into systems administration, cybersecurity, cloud computing, or network engineering.