Overview:Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. We are currently seeking a Help Desk Specialist. Candidates must be located within 90 miles of Detroit, MI. Interviews will be held in person in Detroit, MI. There is no option for a video interview. The work schedule is onsite in Detroit, MI. There is no option for a fully remote work schedule.
Location: Onsite - Detroit, MI
Work Schedule: 7:00 AM - 5:00 PM
Work Arrangement: 100% Onsite
Position OverviewOur client is seeking an experienced
IT Help Desk Support Specialist (Level 1) to provide frontline technical support to staff and students in an educational environment. This role serves as the first point of contact for IT-related issues, providing timely troubleshooting and resolution of hardware, software, network connectivity, and user account problems.
The ideal candidate will have strong technical troubleshooting skills, excellent customer service abilities, and experience supporting end users through phone, remote access, and help desk ticketing systems.
Key Responsibilities - Serve as the first point of contact for incoming IT support calls, help desk tickets, and remote assistance requests.
- Provide Level 1 and Level 1.5 technical support for hardware, software, operating systems, and network connectivity issues.
- Troubleshoot and resolve password resets, account lockouts, software errors, printer issues, and peripheral connectivity problems.
- Support Windows and macOS operating systems and Microsoft Office applications.
- Utilize remote desktop tools to diagnose and resolve technical issues.
- Document all support requests, troubleshooting steps, and resolutions in the help desk ticketing system.
- Escalate complex technical issues to Level 2 support or specialized IT teams as needed.
- Assist users with basic IT procedures and provide clear instructions to prevent recurring issues.
- Help monitor IT systems and report potential outages or technical concerns.
- Collaborate with internal IT teams to improve service delivery and issue resolution.
- Maintain high standards of customer service, professionalism, and responsiveness.
- Meet established service desk performance metrics and support continuous process improvements.
- Perform additional IT support duties as assigned.
Required Qualifications - Bachelor's degree in Information Technology, Business Administration, or a related field.
- Minimum of 3 years of experience in an IT help desk, service desk, or technical support role.
- Working knowledge of Windows and macOS operating systems.
- Experience troubleshooting Microsoft Office applications and common business software.
- Basic understanding of networking concepts, including Wi-Fi and network connectivity troubleshooting.
- Experience using remote desktop support tools and IT ticketing systems.
- Strong verbal and written communication skills with the ability to assist nontechnical users.
- Ability to manage multiple support requests, prioritize issues, and maintain accurate documentation.
Preferred Qualifications - CompTIA A+, Microsoft Fundamentals, or equivalent IT certification.
- Previous IT support experience in a K-12 school district, educational institution, or similar environment.
- Experience supporting large end-user environments with diverse technical needs.
Additional Requirements - Must be able to work onsite during the scheduled hours.
- Ability to sit for extended periods and occasionally lift or transport computer equipment and peripherals.
- Background Check: In accordance with Michigan law, candidates selected for hire must successfully complete a criminal background check required for working in an educational environment. Additional details will be provided during the hiring process.
Skills:tcp/ip,vpn,voip,active directory,security,microsoft exchange,network,windows 7,computer,it,help desk,office 365,cisco,test,vpn - windows 7
