Help Desk Support Specialist

Job Description

Job: Help Desk 1

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Location : Dimondale MI - HYBRID

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• Interview Process: In person interviews will be conducted in Lansing.

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• Hybrid: Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week.

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• Only local candidates will be considered for this role. Submissions my reside within 60-miles of Lansing at the time of submission.

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• Fulfill pre-defined and pre-approved services.

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• Log, categorize, and prioritize incidents.

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• Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate.

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• Investigate and diagnosis issues per internal policies and procedures.

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

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

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

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• Follow up on cases involving the hardware maintenance vendor.

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General Summary of Duty 2: 5% Perform special duties as assigned.

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Required:

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• 2-3+ years of previous Tier 1 IT Helpdesk experience

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• 2-3 + years of previous Service Administration experience

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• 2-3+ years of IT Troubleshooting experience

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• Associate’s degree (IT Related)

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Preferred:

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• IT Certifications (A+, CISCO Routing, Security +, SANS)

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• Previous IT related first responder experience (using Motorola)

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• Prior military experience in the radio field

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