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 escalate 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.