IT Help Desk Technician I

The Calysto Group is seeking a motivated and customer-focused IT Help Desk Technician I to join our Managed IT Services team.

This is an entry-level position designed for someone who has a strong interest in technology, enjoys solving problems, and communicates well with others. Professional IT experience is helpful but not required. We are willing to train a dependable candidate who demonstrates technical aptitude, curiosity, attention to detail, and a genuine desire to help clients.

As an IT Help Desk Technician I, you will be one of the first people our clients contact when they need technical assistance. You will answer support calls, respond to service tickets, troubleshoot common computer and Microsoft 365 issues, document your work, and escalate more complex problems to senior technicians.

Because we are a Managed Service Provider, you will support multiple businesses and work with a wide variety of users, devices, and technology environments.

Hybrid Schedule and Locations

This position follows a structured hybrid schedule:

• Monday, Wednesday, and Friday: Work from one of our offices in Saint Clair or Troy.
• Tuesday and Thursday: Work from home.
• Occasional travel to the other Calysto office or a client location may be required.

The technician’s primary office will be assigned based on location, team coverage, and business needs. This is not a fully remote position.

Responsibilities

• Answer incoming help desk calls and provide friendly, professional technical assistance.
• Monitor, triage, prioritize, and respond to service tickets.
• Provide timely client-facing updates throughout the support process.
• Troubleshoot common Windows 10 and Windows 11 issues.
• Support Microsoft 365 applications, Outlook, Teams, OneDrive, and email access.
• Assist with password resets, account access, multifactor authentication, and basic user administration.
• Troubleshoot desktops, laptops, printers, mobile devices, applications, and basic network connectivity.
• Install approved software, updates, printers, and peripheral devices.
• Assist with new-user onboarding, employee offboarding, and workstation setup.
• Use remote support and monitoring tools to diagnose and resolve client issues.
• Follow documented procedures, security requirements, and escalation processes.
• Clearly document troubleshooting steps, client communications, and resolutions in our ticketing system.
• Recognize issues that require escalation and involve a senior technician when appropriate.
• Assist other technicians with maintenance, deployments, and client projects.
• Participate in a rotating after-hours support schedule after completing training and demonstrating readiness., A successful IT Help Desk Technician I will:
• Answer calls and respond to clients promptly and professionally.
• Keep clients informed instead of allowing tickets to sit without communication.
• Resolve common technical issues accurately and efficiently.
• Write clear and complete ticket notes.
• Follow established procedures and security requirements.
• Ask appropriate questions and escalate issues before making unsupported changes.
• Accept coaching and consistently apply feedback.
• Demonstrate steady growth in technical knowledge and troubleshooting ability.
• Contribute positively to a collaborative and accountable service team.

• High school diploma or equivalent.
• Basic understanding of computers, Windows, and common business applications.
• Strong verbal and written communication skills.
• Professional and patient approach when assisting clients.
• Ability to explain technical information in clear, easy-to-understand language.
• Strong attention to detail and willingness to follow established processes.
• Ability to manage multiple assignments and changing priorities.
• Willingness to learn new technologies and accept coaching.
• Dependable attendance and punctuality.
• Ability to work independently from home on scheduled remote days.
• Reliable internet connection and an appropriate home workspace for remote work.
• Valid driver’s license and reliable transportation.
• Ability to travel to Calysto offices and client locations when required.
• Ability to pass a background check.
• Ability to safely lift and transport computers, monitors, and related equipment weighing up to 40 pounds.

Preferred Qualifications

The following are helpful but are not required:

• Previous help desk, technical support, customer service, retail, or call-center experience.
• CompTIA A+, Network+, Microsoft, or another entry-level technology certification.
• IT coursework, vocational training, a home lab, personal projects, volunteer work, or military technical experience.
• Familiarity with Microsoft 365, Active Directory, or Microsoft Entra ID.
• Experience troubleshooting computers, printers, wireless connections, or common software issues.
• Familiarity with ticketing systems, remote support tools, or remote monitoring and management software.
• Basic understanding of TCP/IP, DNS, VPNs, wireless networking, and network troubleshooting.
• Experience building, repairing, upgrading, or supporting computers., Candidates without professional IT experience are encouraged to include relevant coursework, certifications, customer-service experience, home labs, personal technology projects, volunteer work, or other hands-on experience.

Pulled from the full job description

• Tuition reimbursement
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Unlimited paid time off
• Paid holidays, The salary range for this position is $35,000-$55,000 per year, based on experience, certifications, technical aptitude, and demonstrated customer-service skills.

Approved overtime or after-hours work will be compensated in accordance with company policy and applicable wage-and-hour requirements.

Benefits and Professional Development

The Calysto Group is currently implementing an expanded employee benefits program that is expected to include:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan

These benefits are not yet active. We anticipate making them available within approximately 90 days, subject to final plan selection, carrier approval, eligibility requirements, and implementation.

Current and additional employee offerings may include:

• Unlimited Paid Time Off and Holidays
• Hybrid work schedule
• Hands-on training and mentorship
• Certification and professional-development opportunities
• Exposure to a broad range of business technologies
• Opportunities to advance into higher-level support, infrastructure, cloud, and cybersecurity roles

About The Calysto Group

The Calysto Group is a cybersecurity-focused Managed IT Services Provider serving businesses and organizations throughout Michigan. We provide managed IT support, cybersecurity services, cloud solutions, infrastructure management, business continuity, and strategic technology guidance.

Our technicians work as part of a team and have access to experienced senior technicians when issues require escalation. We value accountability, clear communication, continuous learning, and doing what is right for our clients., * 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Tuition reimbursement
• Vision insurance