IT Help Desk Agent - Hybrid - Novi, MI

Learning Care Group•Novi, MI

4d•$23 - $27•Hybrid

About The Position

The Level 1 Help Desk Agent serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt, professional, and effective support for hardware, software, and network-related issues via phone, email, chat, and ticketing systems. The Level 1 agent triages incoming requests, resolves common issues independently, and escalates complex problems to Level 2/Level 3 support teams as needed.

Requirements

Experience in a help desk, technical support, or customer service role required.
Working knowledge of Windows 11 operating system; macOS familiarity a plus.
Familiarity with Active Directory user and group management, including password resets and account provisioning.
Understanding of basic network topology and hardware. How devices connect from the ISP modem to the router, to switches, and out to end-user devices.
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
Experience using an ITSM ticketing system such as ServiceNow, Remedy, Jira Service Management, or similar platform.
Strong verbal and written communication skills with the demonstrated ability to explain technical concepts clearly to non-technical users.
Customer-focused mindset with a professional, patient, and empathetic demeanor.
High school diploma or equivalent required

Nice To Haves

macOS familiarity
CompTIA A+ or CompTIA IT Fundamentals (ITF+) certification.
ITIL v4 Foundation certification or demonstrated working knowledge of ITIL service management concepts.
Experience supporting Microsoft 365 environments including Exchange Online, Teams, and SharePoint.
Familiarity with remote desktop and remote support tools such as TeamViewer, AnyDesk, or SCCM.
Experience with VoIP phone hardware and setup (desk phones, PoE switches, cabling) is a plus.
Multilingual communication skills a plus.
Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred

Responsibilities

Serve as the primary point of contact for all inbound technical support requests via phone, email, chat, and ticketing portal.
Log, categorize, prioritize, and track all incidents and service requests in the ITSM ticketing system (e.g., ServiceNow, Jira, or Zendesk).
Diagnose and resolve common technical issues including password resets and account unlocks, hardware and peripheral troubleshooting, software installation and configuration, VPN and remote access support, Microsoft 365 and Google Workspace issues, and network and Wi-Fi connectivity problems.
Follow documented Standard Operating Procedures (SOPs) and knowledge base articles to resolve issues efficiently and consistently.
Escalate unresolved or complex tickets to Level 2/Level 3 teams with thorough documentation of all troubleshooting steps taken.
Communicate clearly and professionally with end users throughout the full lifecycle of each ticket.
Maintain ownership of tickets until resolution or proper handoff is confirmed.
Contribute to the internal knowledge base by documenting new solutions and workarounds discovered during ticket resolution.
Meet or exceed defined SLA targets for response time, first-contact resolution rate, and customer satisfaction scores.