Help Desk

Our client is looking for a Help Desk to be responsible for providing IT support employees and partners.

Tasks:

·        Log, track, and monitor all requests.

·        Fulfill pre-defined and pre-approved services.

·        Log, categorize, and prioritize incidents.

·        Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures.

·        Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.

·        Answer incoming calls and emails, meeting identified response standards.

·        Log requests for technical assistance received via the Hot Seat phone,  or email into ticketing system.

·        Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.

·        Log and track requests received from clients.

·        Investigate, evaluate and resolve reported support issues and requests.

·        Responsible for providing technical assistance in the implementation of technology and automation initiatives.

·        Responsibilities including, but not limited to log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.

·        Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.

·        Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.

·        Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.

·        Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.

·        Follow up on cases involving the hardware maintenance vendor.

·        Other special duties as assigned.

Knowledge, Skills and Abilities Required:

·        Clear and concise written and verbal communication is crucial to success and productivity in this role.

NOTE: Only local candidates will be considered for this role. Submissions my reside within 60-miles of Lansing at the time of submission. Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week. 

Location: Dimondale, MI

Contract: 1+ years

Skills Required:

·        2-3 years - Previous Tier 1 IT Helpdesk experience

·        2-3 years - Previous Service Administration experience

·        2-3+ years - IT Troubleshooting experience

·        Associate's Degree (IT Related)

Skills Desired – A plus to have:

·        IT Certifications like A+, CISCO Routing, SANS, etc.

·        Previous IT related experience using Motorola

·        Prior military experience in the radio field

*** Rate depends on experience

*** Candidates authorized to work in the US are encouraged to apply. We can accept H1b, , TN, and other valid work visas for IT. However, we cannot accept OPT or CPT visas at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below