Help Desk 1 - Client Service Specialist (Onsite)

Job Title:

Help Desk 1 - Client Service Specialist (Onsite)

Location:

Detroit, MI

Duration:

12 Months

Pay Rate:

$23/hr on C2C / 1099 (all inclusive)

OR $20/hr on W2

Job Description

Important Note:
This is a repost of Position ID 141375. Please do not submit candidates previously submitted to that posting.

Work Location:
Candidates must work onsite full-time in Detroit, MI. Remote work is not available. Applicants must currently reside in the Detroit area to be considered.

Interview Process:

• Virtual interview via Microsoft Teams (video required).

• Candidates must use a laptop and be prepared to share their screen if requested.

• Use of headphones is discouraged.

• A screenshot photo of the candidate will be taken during the interview.

• A vendor must be present at the start of the interview to validate the candidate.

Position Summary:

As a key member of the Technology Division's Client Services team, the Technical Client Service Specialist will be the first point of contact for technical support for district staff and students. This role requires delivering efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues through phone or remote access. Responsibilities also include managing service requests, troubleshooting hardware and software issues, and escalating unresolved problems as needed.

The ideal candidate should have strong foundational IT knowledge, software proficiency, basic networking fundamentals, and previous help desk experience, along with strong customer service skills and an understanding of the educational environment's unique challenges.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or a related discipline.

• CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications (preferred).

• Three (3) years of experience in a technical support or help desk role, preferably in an educational environment.

Technical Skills:

• Basic understanding of Windows and macOS operating systems.

• Proficiency with the Microsoft Office Suite.

• Fundamental knowledge of networking concepts, including Wi-Fi troubleshooting.

• Experience with remote desktop support, call management systems, and helpdesk ticketing software.

Communication Skills:

Strong verbal and written communication abilities.

Ability to clearly and effectively explain technical concepts to non-technical users.

Skilled in documenting service requests, troubleshooting processes, and resolutions accurately.

Physical Requirements:

Ability to sit for extended periods working on a computer.

Occasionally lift and transport moderately heavy objects, such as computers and peripherals.

Work Environment:

Fast-paced call center environment with an emphasis on customer service and technical support.

Occasional travel to district sites may be required for onsite support.

Must have reliable transportation to travel to various district locations as needed.

Essential Duties and Responsibilities:

First Point of Contact: Respond to calls, helpdesk tickets, and remote support requests from district staff and students, providing prompt and courteous assistance.

Remote Support: Utilize phone and remote tools to diagnose and resolve Level 1/1.5 support issues, such as password resets, account lockouts, software troubleshooting, and peripheral setups.

Issue Resolution: Efficiently diagnose and resolve Level 1/1.5 IT issues or escalate to higher-level support teams when needed.

Escalation Management: Document complex issues thoroughly and escalate them appropriately to Level 2 or specialized IT teams.

Documentation: Maintain accurate and detailed records of all service requests, troubleshooting actions, and resolutions within the helpdesk system.

User Education: Provide users with clear and concise instructions, empowering them to resolve minor issues independently.

System Monitoring: Assist in monitoring IT systems across the district and report any identified issues to appropriate teams.

Collaboration: Work closely with other IT teams, sharing knowledge and assisting with complex troubleshooting efforts.

Customer Service: Maintain high standards of professionalism and customer service when interacting with students, staff, and administrators.

Performance Metrics: Meet key performance targets and contribute to service enhancements, customer engagement improvements, and operational optimization.

Other Duties: Perform additional tasks as assigned by the supervisor.

Top Skills & Years of Experience

Top Skills Required:

• Bachelor's degree in Information Technology, Business Administration, or a related field.

• Minimum three (3) years' experience in a technical support or help desk role, preferably within an educational environment.

• Basic knowledge of Windows and macOS operating systems.

• Experience using remote desktop tools, call management systems, and helpdesk software.

• CompTIA A+, Microsoft Certified: Fundamentals, or equivalent certifications preferred.

• Bilingual (Spanish-speaking) candidates are highly preferred.

Recruiter Details:

Name : Anjali at gsksolutions dot com

Contact : Eight three two - Two one nine - Three two six three