IT Service Desk Technician

TEKsystems • Delta Charter Township, MI

2d • $17 - $22 • Onsite

About The Position

TEKsystems is recruiting multiple IT Service Desk Technicians to support a client's Helpdesk Team. Under direct supervision, the technician provides technical advice, guidance, and formal or informal training to customers using hardware and software. The role serves as the first point of contact for users reporting hardware or software problems, and supports troubleshooting, service restoration, documentation, and escalation. This is a fast-paced, high-volume-call environment offering opportunities to develop IT support skills and advance within the client's company.

The position is described as contract-to-hire and based in Lansing, Michigan. The posting contains conflicting work-location details: it describes a hybrid schedule with onsite training during the first week and some Fridays, but also states that the position is fully onsite. Equipment will be provided. The pay is listed as $16.00–$22.00 based on IT experience in one section and $17.00–$22.00 per hour in another; compensation depends on qualifications, skills, relevant experience, job knowledge, location, internal equity, and other job-related factors.

Requirements

• Preferred: 12 years of IT support experience.
• Demonstrated customer-service skills, including patience, empathy, listening, and follow-through.
• Ability to handle high call volumes in a fast-paced, changing environment while meeting service and customer-satisfaction expectations.

Responsibilities

• Serve as the first point of contact for end users reporting hardware or software issues.
• Create concise, timely, and detailed written documentation for service requests, including incidents, requests, and change orders, following applicable processes and policies.
• Use service knowledge, established triage methods, and customer-service skills to resolve routine issues or provide short user training sessions.
• Collaborate with more experienced colleagues and follow documented processes to escalate issues when needed.
• Perform service restoration analysis to help return functionality to users, even when the cause has not yet been identified or fixed.
• Watch for emerging call patterns that may indicate trends or systemic issues.
• Help conduct root cause analysis and develop checklists for common problems.
• Document best practices and triage procedures, and work with technical teams to improve documentation and preventive controls.
• Contribute to maintenance and support of the knowledge database and call-tracking database.
• Share information and assist teammates with calls, while learning from more experienced IT Support Technicians.

Benefits

• Medical, dental, and vision benefits offered from day one.
• Critical illness, accident, and hospital coverage may be available, subject to eligibility and plan terms.
• 401(k) retirement plan with pre-tax and Roth post-tax contribution options may be available, subject to eligibility and plan terms.
• Voluntary life and AD&D insurance for employees and dependents may be available, subject to eligibility and plan terms.
• Short- and long-term disability coverage may be available, subject to eligibility and plan terms.
• Health Spending Account (HSA) may be available, subject to eligibility and plan terms.
• Transportation benefits may be available, subject to eligibility and plan terms.
• Employee Assistance Program may be available, subject to eligibility and plan terms.
• Time off or leave, including PTO, vacation, or sick leave, may be available, subject to eligibility and plan terms.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed