Onsite Help Desk Technician (Hybrid) - Tier 1 IT Support

IntelliX Software, Inc

Dimondale (MI)

Hybrid

USD 57,859,000 - 66,125,000

Full time

14 days+

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Job summary

IntelliX Software, Inc. is seeking a Help Desk professional in Dimondale, MI for a 1-year contract. The role requires onsite work from day 1 with a hybrid schedule (two days per week) and no remote-only option.

Local candidates within 40–50 miles preferred. Compensation is $22/hr on W2, with in-person interviews in Lansing. Responsibilities include handling calls and emails, logging requests, monitoring cases, maintaining performance metrics, and providing tech support using established

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).
Preferred IT Certifications (A+, CISCO Routing, Security+, SANS*).

Responsibilities

Answer incoming calls and emails, logging requests in the ticketing system.
Monitor open cases for resolution within established timeframes and escalate when needed.
Maintain identified metrics such as After Call Work, Adherence to Schedule and SLAs.
Provide technical support and problem resolution for identified problems using established procedures.
Document resolution details in Remedy per guidelines.
Attend meetings and training on policies, applications, hardware and software.
Coordinate with hardware maintenance vendors for follow-up.