Help Desk Technician
About The Position
The Help Desk Technician provides Tier 1 support in an enterprise environment, diagnosing, troubleshooting, and resolving hardware, software, networking, and user access issues while delivering customer service. The role supports users through phone, email, chat, and ticketing systems, manages incidents and service requests according to SLA requirements, documents resolutions, and escalates complex issues to the appropriate teams. It also assists with hardware provisioning, asset management, workstation deployments, technology rollouts, and IT projects. This is a contract position based in Lansing, Michigan, with a hybrid workplace. The stated pay range is $16.00–$18.00 per hour. The position is anticipated to close on October 14, 2026.
Requirements
- At least 2 years of Help Desk, Desktop Support, Service Desk, or Technical Support experience.
- Experience supporting Windows 10/11 environments.
- Familiarity with Microsoft 365 administration and support.
- Knowledge of Active Directory, Azure AD, and user account management.
- Experience with ticketing systems such as ServiceNow, Jira, Remedy, Zendesk, or similar platforms.
- Experience supporting desktops, laptops, printers, mobile devices, and peripherals.
- Knowledge of remote support tools and endpoint management solutions.
- Strong troubleshooting, problem-solving, and analytical skills.
- Strong communication and customer service skills.
- Ability to diagnose issues methodically and efficiently and support users with varying levels of technical expertise.
- Self-motivated, detail-oriented, and able to work in a fast-paced environment.
- Able to balance multiple priorities while maintaining a high level of service.
Nice To Haves
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Certifications such as CompTIA A+, Network+, Security+, Microsoft, Cisco, or equivalent.
- Experience in enterprise or managed service provider (MSP) environments.
- Exposure to ITIL processes and service management best practices.
- Experience supporting hybrid and cloud-based environments.
- Strong technical aptitude and a desire to continuously learn.
- Team-oriented approach.
Responsibilities
- Serve as the first point of contact for technical support requests received by phone, email, chat, and ticketing systems.
- Troubleshoot and resolve issues involving Windows operating systems, Microsoft 365 applications, printers, mobile devices, and peripheral equipment.
- Manage user accounts, password resets, group memberships, and access requests through Active Directory and related systems.
- Perform software installations, upgrades, configurations, and workstation deployments.
- Monitor, update, and maintain incident and service request tickets according to SLA requirements.
- Escalate complex issues to engineering, infrastructure, or application support teams as needed.
- Document troubleshooting steps, root causes, and resolutions in the ticketing system.
- Assist with hardware provisioning, asset management, and lifecycle replacements.
- Participate in system rollouts, technology upgrades, and IT-related projects.
- Create and maintain technical documentation, knowledge base articles, and support procedures.
Benefits
- Medical insurance, if eligible.
- Dental insurance, if eligible.
- Vision insurance, if eligible.
- Critical Illness, Accident, and Hospital coverage, if eligible.
- 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
- Voluntary life and AD&D insurance for the employee and dependents, if eligible.
- Short- and long-term disability coverage, if eligible.
- Health Spending Account (HSA), if eligible.
- Transportation benefits, if eligible.
- Employee Assistance Program, if eligible.
- Time off or leave, which may include PTO, vacation, or sick leave, if eligible.
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What This Job Offers
Career Level
Mid Level
Education Level
No Education Listed
