IT Service Desk Pro: Tier-1 Support & Quick Fixes

Peckham; Lansing (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Peckham Inc. is seeking a Service Desk Technician in Lansing, MI to act as the first point of contact for IT inquiries. You will resolve Tier 1 issues, guide desk staff, and ensure timely completion of service requests in accordance with SLAs.

Responsibilities include hardware/software support, knowledgebase maintenance, inventory tracking, and collaboration with the IT team to uphold procedures and security guidelines. Requires relevant IT certifications and 6+ months experience.

Qualifications

• High school diploma or equivalent.
• IT recognized certification (CompTIA A+/Security+ or Microsoft 70-685).
• 6+ months experience in the IT field.
• Experience resolving PC hardware and software problems, specifically Microsoft Office applications.

Responsibilities

• Monitor and acknowledge customer inquiries via ITSM platform, emails, IMs, and walk-ins, within established service level agreements.
• Troubleshoot and resolve customer inquiries within established service level agreements.
• Process incoming requests by triaging and assigning priority based on available resources.
• Categorize incidents and service requests properly.
• Provide tier 1 hardware and software support for customers.
• Coach and mentor IT Service Desk Associates and provide feedback to supervisor.
• Monitor inventory levels of equipment and report low stock levels to supervisor.
• Maintains good organization and follows each user service issue through to completion.
• Creates and maintains technical and end user knowledgebase articles.
• Ship and receive IT equipment.
• Adhere and enforce IT guidelines and procedures.

Skills

IT certification

PC hardware

Microsoft Office

Multi-tasking

Education

High school diploma

Job description

Peckham Inc. is seeking a Service Desk Technician in Lansing, MI to act as the first point of contact for IT inquiries. You will resolve Tier 1 issues, guide desk staff, and ensure timely completion of service requests in accordance with SLAs.

Responsibilities include hardware/software support, knowledgebase maintenance, inventory tracking, and collaboration with the IT team to uphold procedures and security guidelines. Requires relevant IT certifications and 6+ months experience.