Help Desk Analyst

Description As a significant member of the Technology Division's Client Services team, the Technical Client Service Specialist will serve as the first point of contact for technical support requests for district staff and students. This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary. An ideal candidate for this role possesses a blend of technical skills, customer service expertise, and an understanding of the unique challenges in an educational environment. Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience. Technical Skills: Basic knowledge of Windows and macOS operating systems, Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite, Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting, Experience with remote desktop tools, call management and helpdesk software. Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively. Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system. Physical Requirements: Ability to sit for extended periods while working on a computer. Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals. Essential Functions: 1.First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance. 2.Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity. 3.Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation. 4.Escalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication. 5.Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system. 6.User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future. 7.System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected. 8.Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes. 9.Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators. 10.Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations. 11.Performs other duties as assigned by supervisor. Experience Level Intermediate Level Job Type & Location This is a Contract position based out of Detroit, MI. Pay and Benefits The pay range for this position is $16.00 - $18.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Detroit, MI. Application Deadline This position is anticipated to close on Aug 22, 2026. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr