IT Help Desk Technician I

IT Help Desk Technician I

Detroit, Michigan

Founded in 2000, Walker-Miller Energy Services is a core-values driven company committed to changing lives through energy efficiency. We create and manage customized energy waste reduction programs that help electric and gas utilities meet mandated energy savings goals.

Our experience driven philosophy of energy efficiency as economic development helps families and businesses save energy and save money. Through innovative, inclusive initiatives, we help build communities by creating local jobs, producing equitable energy savings for all rate payers, and spurring the growth of diverse local businesses.

Our operating philosophy is reflected in our core values. We refer to them as BEHIVE.

B - Boldly Go

E - Embrace Equity

H - Humble Confidence

I - Inclusive Stewardship

V - Value Reputation

E - Extraordinary Experience

Position Summary: The IT Help Desk Technician I is the first-tier support for Walker-Millers IT department. Under general direction, the Help Desk Technician performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, maintaining, troubleshooting and supporting of PC/Laptop hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. They Perform tasks and requires good communications skills with the ability to work with users diplomatically and skillfully. They receive, creates, submit, and escalate support tickets, validates, triages and analyzes technology issues or request from users. The Technician provides Tier 1 level and best effort support to customers via the phone and provides operational technical support for certain Walker-Miller business activities if applicable. Identify and distribute Knowledge Articles as resolution to issues. The Technician also performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and software. They will also provide first call resolution when possible.

Position Duties and Responsibilities:

• Taking initial tickets, telephone or email inquiries and troubleshooting and managing relatively simple hardware, software or network problems.
• Recognizing and escalating more difficult problems to Tier 2 Help Desk support
• Logging call activity
• Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user's PC or workstation when required.

Minimum Education and Experience:

• Relevant Associates or Bachelor's degree in Computer Science/Information Technology or equivalent education or work experience
• 1+ years of prior relevant experience
• Knowledge of various operating systems such as Windows 11,etc
• Understanding of mobile technology and OS (i.e., Android, iOS, Windows)
• Proven desktop troubleshooting experience in a corporate environment
• Hands on experience
• Knowledge of patching, Anti-Virus, Anti-Malware
• Knowledge of workstation hardware
• Great at organizing, prioritizing and multitasking
• A+ or workstation training or Certifications
• AA degree in Computer Science, Computer Information Systems, related field or equal experience

Required Knowledge, Skills & Abilities:

• Strong IT skills and knowledge including hardware and software,
• Meticulous attention to detail
• General knowledge of IT networks
• Knowledge of applications such as Microsoft, Anti-virus and Malware

License and Certifications: None

Travel Requirements None

Physical Demands and Work Environment:

• Required to sit, stand, walk; talk and hear; and ability to touch and handle tools and/or controls
• Ability to lift to 10 pounds
• Noise level is typically moderate
• Employee could be exposed to fumes and/or airborne particles and risk of potential shock

Note: Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

Walker-Miller Energy Services is an Equal Opportunity Employer. At Walker-Miller Energy Services, we Embrace Equity by encouraging qualified candidates from all backgrounds and identities to apply for open positions! We have several optional questions about candidates' demographics, but they do not impact hiring decisions. In fact, all candidate demographic data is anonymized for compliance purposes and to reduce unconscious bias in the hiring process, so none of the information collected here will be attached to your individual application. We ask for this information because Walker-Miller is committed to inclusive recruitment practices, so we hold ourselves to a high standard in developing a candidate pool that is diverse in background, experience, and perspective.

Walker-Miller Energy Services participates in E-Verify. Which confirms employment authorization of all newly hired employees and most existing employees through an electronic database maintained by the Social Security Administration and Department of Homeland Security. For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification on or before the first day of work. E-Verify is not used as a tool to pre-screen candidates. For up-to-date information on E-Verify, go to and click on 'E-Verify' located near the bottom of the page.