Onsite IT Help Desk Technician – Hybrid (Tier 1)

IO Datasphere; Dimondale (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Michigan Public Safety Communications System (MPSCS) invites applications for a Help Desk specialist to support employees and partners from Dimondale, MI in a hybrid on-site role. The role involves logging and tracking requests, diagnosing issues, escalating when needed, applying fixes, and maintaining service levels using Remedy.

Familiarity with Motorola systems and prior IT/helpdesk experience is required.

Qualifications

• 2-3 years of previous Tier 1 IT Helpdesk experience.
• 2-3 years of Service Administration experience.
• 2-3+ years of IT Troubleshooting experience.
• Associate's Degree in IT or related field.
• Experience using Motorola systems.
• Prior military experience in the radio field.

Responsibilities

• Log, track, and monitor all requests.
• Fulfill pre-defined services and escalate as needed.
• Log, categorize, and prioritize incidents.
• Provide initial diagnosis and determine escalation path.
• Apply resolutions or workarounds to restore operations quickly.
• Answer calls and emails meeting response standards.
• Document resolutions in the Remedy system.
• Maintain SLA metrics and attend training as required.

Skills

Tier 1 Helpdesk

Service Administration

IT Troubleshooting

Motorola systems

Military radio experience

Education

Associate's Degree in IT

Tools

Remedy

Job description

Michigan Public Safety Communications System (MPSCS) invites applications for a Help Desk specialist to support employees and partners from Dimondale, MI in a hybrid on-site role. The role involves logging and tracking requests, diagnosing issues, escalating when needed, applying fixes, and maintaining service levels using Remedy.

Familiarity with Motorola systems and prior IT/helpdesk experience is required.