IT Help Desk Technician

Requirements We require a high school diploma or equivalent. We look for a basic understanding of computers, Windows, and common business applications. Strong verbal and written communication skills are essential. You should bring a professional, patient approach when supporting clients. You must be able to explain technical concepts in clear, easy-to-follow language. Strong attention to detail and a commitment to established processes are important. You need the ability to handle multiple tasks and shifting priorities. We value a willingness to learn new technologies and accept coaching. Reliable attendance and punctuality are required. You must be able to work independently from home on scheduled remote days. A dependable internet connection and an appropriate home workspace are required for remote work. A valid drivers license and reliable transportation are required. You must be able to travel to our offices and client locations when needed. You must be able to pass a background check. You must be able to safely lift and move computers, monitors, and related equipment weighing up to 40 pounds. Responsibilities We answer incoming help desk calls and provide friendly, professional technical support. We monitor, sort, prioritize, and respond to service tickets. We keep clients updated throughout the support process. We troubleshoot common Windows 10 and Windows 11 issues. We support Microsoft 365 apps, Outlook, Teams, OneDrive, and email access. We assist with password resets, account access, multifactor authentication, and basic user administration. We troubleshoot desktops, laptops, printers, mobile devices, applications, and basic network connectivity. We install approved software, updates, printers, and peripheral devices. We support new-user onboarding, employee offboarding, and workstation setup. We use remote support and monitoring tools to diagnose and resolve client issues. We follow documented procedures, security standards, and escalation workflows. We document troubleshooting steps, client communication, and resolutions in our ticketing system. We identify issues that need escalation and involve a senior technician when appropriate. We assist other technicians with maintenance, deployments, and client projects. We participate in a rotating after-hours support schedule after training and readiness are confirmed. Company We are The Calysto Group, a cybersecurity-focused Managed IT Services Provider serving businesses and organizations across Michigan. We offer managed IT support, cybersecurity services, cloud solutions, infrastructure management, business continuity, and strategic technology guidance. This is a full-time, entry-level hybrid role based in Saint Clair and Troy, Michigan, with a structured schedule that includes office days on Monday, Wednesday, and Friday and work-from-home days on Tuesday and Thursday. We provide hands-on training, mentorship, exposure to a broad range of business technologies, and opportunities to grow into higher-level support, infrastructure, cloud, and cybersecurity positions. Our benefits program is being expanded and is expected to include health, dental, vision, and retirement coverage, along with offerings such as unlimited PTO and holidays, certification support, and tuition reimbursement. #J-18808-Ljbffr