IT Help Desk Specialist

• Tier 1 Incident & Service Request Management (95%): Receive, log, prioritize, and track incoming support requests via phone (“Hot Seat”), email, and ticket queues using Remedy.
• Troubleshooting & Technical Support: Perform initial technical diagnosis for hardware, software, workstation, network connection, and account issues; apply standard workarounds or escalate complex tickets following internal policies.
• SLA & Metric Compliance: Maintain key help desk metrics including After Call Work (ACW), schedule adherence, call availability, and Service Level Agreement (SLA) response times.
• Vendor & Escalation Tracking: Coordinate ticket resolution with hardware vendors, internal IT support groups, and specialized field engineers.
• Special Projects (5%): Participate in technical training, document resolution workflows, and assist with special IT technology initiatives as assigned.

• Help Desk Support: 2-3+ years of professional experience in a Tier 1 IT Helpdesk environment supporting enterprise end users.
• Service Administration: 2-3+ years of service administration experience (logging tickets, monitoring SLAs, managing incident life cycles).
• Technical Troubleshooting: 2-3+ years diagnosing and resolving workstation hardware, software, OS, and network access issues.
• Education: Associate’s Degree in an IT-related discipline (Information Technology, Computer Science, System Administration, etc.).
• Communication & Location: Exceptional verbal/written communication skills; must live within 60 miles of Lansing, MI.

Preferred Qualifications

• IT Industry Certifications: CompTIA A+, Security+, Cisco Routing/CCNA, SANS, or related certifications.
• Public Safety / First Responder Tech: Experience supporting radio communications, land mobile radio (LMR) platforms, or Motorola equipment.
• Military Background: Military experience in radio technology, signal corps, or telecommunications operational fields.