Help Desk

Zenfreed•Dimondale, MI

1d•Hybrid

About The Position

Member of the team responsible for providing IT support to State of Michigan employees and partners. Log and track requests received from clients. Investigate, evaluate and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives.

Requirements

2-3+ years Previous Tier 1 IT Helpdesk experience
Previous Service Administration experience
IT Troubleshooting experience
Associate’s degree (IT Related)
Must be authorized to work in the United States
Must undergo a background check and drug screening for employment.

Nice To Haves

IT Certifications (A+, CISCO Routing, Security +, SANS)
Previous IT related first responder experience (using Motorola)
Prior military experience in the radio field

Responsibilities

Log, track, and monitor all requests.
Fulfill pre-defined and pre-approved services.
Log, categorize, and prioritize incidents.
Perform initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate.
Investigate and diagnosis issues per internal policies and procedures.
Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible.
Answer incoming calls and emails, meeting identified response standards.
Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
Follow up on cases involving the hardware maintenance vendor.
Perform special duties as assigned.