Help Desk

HelpDesk Support
Dimondale,MI
Hybrid

Key Responsibilities & Tasks:

• Communication: Answer incoming calls and emails, meeting identified response standards.

• Request Logging: Log requests for technical assistance received via the dedicated support phone or email into the ticketing system.

• Case Monitoring: Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.

• Performance Metrics: Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements (SLAs), etc.

• Technical Support: Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines, and resources.

• Documentation: Document all information regarding the resolution of requests for technical assistance in the designated IT service management (ITSM) system, using established guidelines and procedures.

• Professional Development: Attend meetings and training sessions on policies, procedures, applications, hardware, software, etc., as required.

• Vendor Coordination: Follow up on cases involving the hardware maintenance vendor.

• 2-3+ years of previous Tier 1 IT Helpdesk experience
• 2-3 + years of previous Service Administration experience
• 2-3+ years of IT Troubleshooting experience
• Associate’s degree (IT Related)

• IT Certifications (A+, CISCO Routing, Security +, SANS*)
• Previous IT related first responder experience (using Motorola)
• Prior military experience in the radio field