MPSCS - Help Desk 1

RICEFW Technologies Inc; Dimondale (MI); On-site; USD 42,000 - 60,000; Full time

Job summary

RiceFW Technologies Inc is seeking a Help Desk professional to provide IT support to State of Michigan employees and partners. You will log, categorize, and prioritize incidents, perform initial diagnostics, and resolve issues to restore operations quickly.

The role requires 2–3+ years of Tier 1 Helpdesk, service administration, and troubleshooting experience, plus an IT-related associate degree. Strong communication and ticketing skills are essential.

Qualifications

• 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).

Responsibilities

• Log, track, and monitor all requests and fulfill pre-defined services.
• Answer incoming calls and emails, logging requests into the ticketing system.
• Monitor open cases for resolution within established timeframes and escalate as needed.
• Provide technical support and problem resolution for identified IT issues.
• Document resolution steps in the Remedy system and maintain accurate records.
• Attend meetings and training on policy, procedure, hardware, and software as required.
• Follow up on cases involving hardware maintenance vendors.

Skills

Tier 1 Helpdesk

IT Troubleshooting

Service Administration

Education

Associate's degree (IT Related)

Job description

Help Desk 1 Job Description

General Summary of Function/Purpose of Position: Member of the team responsible for providing IT support to State of Michigan employees and partners. Log and track requests received from clients. Investigate, evaluate and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives. Responsibilities including, but not limited to: log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.

General Summary of Duty 1: 95% of Time - Log, track, and monitor all requests. Fulfill pre-defined and pre-approved services. Log, categorize, and prioritize incidents. Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures. Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.

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