IT Support Specialist (Help Desk)

FastTek Global; Detroit (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical and Dental

Vision Insurance

PTO Program

Long Term Disability

Life Insurance

401(k) with matching

Job summary

FastTek Global in Detroit is seeking a Technical Client Service Specialist to join the Technology Division's Client Services team. You will be the first contact for district staff and students, diagnosing and resolving basic to moderate IT issues by phone or remote connection, and escalating when needed.

The role focuses on clear communication, precise documentation, and proactive user education while supporting core IT systems and helping maintain service levels in an educational environment.

Qualifications

• Bachelor's degree in information technology or related discipline.
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
• Minimum of three years' experience in a technical support or help desk role, preferably in an educational environment.

Responsibilities

• Respond to incoming calls, helpdesk tickets and remote requests for staff and students.
• Diagnose and resolve Level 1/1.5 IT support issues, including password resets and basic software troubleshooting.
• Escalate more complex problems to Level 2 and document steps in the helpdesk system.
• Maintain detailed records of support requests, troubleshooting steps, and resolutions.
• Provide user education and training on common technical issues.
• Assist in monitoring district IT systems and alert appropriate teams.
• Collaborate with other IT teams to improve support processes.
• Maintain professionalism and high levels of customer service.

Skills

Customer service

Technical support

Troubleshooting

Documentation

Communication

Teamwork

Education

Bachelor's degree in information technology or related discipline

CompTIA A+ or Microsoft Fundamentals certifications

Tools

Windows

macOS

Remote desktop tools

Helpdesk software

Job description

FastTek Global in Detroit is seeking a Technical Client Service Specialist to join the Technology Division's Client Services team. You will be the first contact for district staff and students, diagnosing and resolving basic to moderate IT issues by phone or remote connection, and escalating when needed.

The role focuses on clear communication, precise documentation, and proactive user education while supporting core IT systems and helping maintain service levels in an educational environment.