IT HELP DESK

City of Pontiac•Pontiac, MI

About The Position

The Help Desk Technician provides first-level technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, network, and peripheral issues. This role serves as the primary point of contact for technology-related service requests and incidents, ensuring timely resolution and high levels of customer service. The position requires strong technical aptitude, effective communication skills, and the ability to prioritize and manage multiple support requests in a structured IT service environment.

Requirements

Associate degree in Information Technology, Computer Science, or related field; or
Two (2) years of relevant technical support experience; or
Equivalent combination of education and experience.
Experience supporting Windows 10/11 environments.
Working knowledge of Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
Familiarity with Active Directory user and group management.
Experience with ticketing systems and remote support tools preferred.
Strong troubleshooting and analytical skills.
Ability to communicate technical information clearly to non-technical users.
Strong customer service orientation.
Ability to prioritize tasks and manage time effectively.
Ability to work independently and as part of a team.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to maintain regular and punctual attendance.

Nice To Haves

CompTIA A+ certification.
CompTIA Network+ certification.
Experience in a municipal or government IT environment.
Experience with endpoint management tools (Intune or similar).

Responsibilities

Serve as the first point of contact for IT support via phone, email, and ticketing systems.
Respond to, document, and resolve technical support tickets in accordance with established service level agreements (SLAs).
Install, configure, and maintain desktop and laptop computers, printers, mobile devices, and peripheral equipment.
Provide support for Microsoft Windows operating systems and Microsoft 365 applications.
Troubleshoot issues related to user accounts, passwords, Active Directory, and email systems.
Configure and support network connectivity including wired and wireless access.
Assist with workstation deployments, imaging, and hardware replacements.
Escalate complex or unresolved issues to senior IT staff as appropriate.
Maintain accurate documentation of technical procedures, configurations, and resolutions.
Provide basic training and guidance to end users on proper system usage and cybersecurity best practices.
Support audio-visual equipment for meetings and presentations as needed.
Participate in IT projects including system upgrades, migrations, and rollouts.
Assist with inventory management of IT equipment and software licenses.