NEW JOB OPENING
HELP DESK
IN Detroit, MI, USA!

Minimum Qualifications:

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

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

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



Required Technical Skills/ Experience:

• Basic knowledge of Windows and macOS operating systems.

• Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.

• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.

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



Communications:

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.

• Ability to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk system.



Physical Requirements:

• Ability to sit for extended periods while working on a computer.

• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.



Work Environment:

• Fast-paced call center environment with a focus on customer service and technical support.

• May require occasional travel to different district sites for on-site support.

• Must have own transportation to travel to District locations when needed.



Essential Functions:

• First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance.

• Phone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.

• Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.

• Escalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.

• Documentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.

• User Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.

• System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.

• Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.

• Customer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.

• Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.

• Performs other duties as assigned by supervisor.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**