Tier 1 IT Help Desk Analyst

HTC Global Services; Dimondale (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) matching

Life insurance

Wellness programs

Professional development

Job summary

HTC Global Services is seeking a Tier 1 IT Help Desk Support Specialist in Michigan to join a frontline IT support team. You will resolve technical issues, manage service requests, and deliver excellent customer support for end users.

Responsibilities include logging incidents, initial diagnosis, escalation when needed, and documenting resolutions while maintaining service levels. Training and vendor coordination support are also part of the role.

Qualifications

• 2–3+ years of Tier 1 IT Help Desk experience.
• 2–3+ years of Service Administration experience.
• 2–3+ years of IT troubleshooting experience.
• Associate's degree in an IT-related field.

Responsibilities

• Provide Tier 1 technical support through phone and email.
• Log, categorize, prioritize, and track incidents in the ticketing system.
• Perform initial diagnosis of technical issues and determine when escalation is required.
• Investigate issues and apply approved resolutions or workarounds to restore service.
• Monitor open support cases and elevate when necessary to meet established timeframes.
• Document troubleshooting steps and resolutions according to established procedures.
• Install and maintain software as part of supported services.
• Participate in meetings and training related to applications, hardware, software, and support procedures.
• Coordinate follow-up activities involving hardware maintenance vendors.
• Perform additional assigned duties as needed.

Skills

Tier 1 help desk experience

Service administration experience

IT troubleshooting

Education

Associate's degree in IT

Tools

A+ certification

Cisco Routing

Security+

SANS

Job description

Job Description

Job Title :Tier 1 IT Help Desk Support Specialist

Position Overview

Join a frontline IT support team providing technical assistance to end users by resolving technology issues, managing service requests, and delivering excellent customer support. This role focuses on troubleshooting hardware and software issues, documenting resolutions, and ensuring timely incident management within established service levels.

What You'll Do

• Provide Tier 1 technical support through phone and email.
• Log, categorize, prioritize, and track incidents in the ticketing system.
• Perform initial diagnosis of technical issues and determine when escalation is required.
• Investigate issues and apply approved resolutions or workarounds to restore service.
• Monitor open support cases and elevate when necessary to meet established timeframes.
• Document troubleshooting steps and resolutions according to established procedures.
• Install and maintain software as part of supported services.
• Participate in meetings and training related to applications, hardware, software, and support procedures.
• Coordinate follow-up activities involving hardware maintenance vendors.
• Perform additional assigned duties as needed.

Required Qualifications

• 2–3+ years of Tier 1 IT Help Desk experience
• 2–3+ years of Service Administration experience
• 2–3+ years of IT troubleshooting experience
• Associate's degree in an IT-related field

Preferred Qualifications

• IT certifications (A+, Cisco Routing, Security+, SANS)
• Previous IT-related first responder experience using Motorola
• Prior military experience in the radio field

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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