Help Desk Technician

Job Summary The Help Desk 1 Technician provides Tier 1 IT support to employees and partners, handling technical support requests by categorizing, diagnosing, and resolving issues or escalating them as necessary. This role focuses on maintaining high service standards in a hybrid onsite/remote environment based in Lansing. Responsibilities Log, track, and monitor all incoming support requests. Categorize and prioritize incidents; perform initial diagnosis and determine escalation needs. Answer incoming calls and emails via the Hot Seat phone line, logging issues into the Remedy ticketing system. Monitor open cases to ensure timely resolution and elevate when necessary. Maintain service metrics including After Call Work, Schedule Adherence, Availability, and SLAs. Provide technical support following established procedures and guidelines. Document all resolutions in Remedy according to internal policies. Follow up on hardware maintenance vendor cases. Attend training and meetings related to policies, applications, hardware, and software. Perform special assigned duties as required. Required Skills & Certifications 2 3+ years of Tier 1 IT Helpdesk experience. 2 3+ years of Service Administration experience. 2 3+ years of IT Troubleshooting experience. Associate's degree in an IT-related field. Clear and concise written and verbal communication skills. Preferred Skills & Certifications IT certifications such as A+, Cisco Routing, Security+, or SANS. Previous IT-related first responder experience, especially with Motorola systems. Prior military experience in the radio field. Special Considerations Work in a hybrid environment with onsite presence required 2 days per week from Day 1. Support is provided in a high-service-metric environment requiring adherence to SLAs and schedule. Scheduling 40 hours per week. Hybrid work location: Dimondale, MI with onsite attendance 2 days per week. Interview process conducted in-person in Lansing. #J-18808-Ljbffr