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# IT Help Desk Specialist

- **Company:** Stellar Professionals
- **Location:** Dimondale, United States (Remote available)
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Access Network, CompTIA Security+, Desktop Computing, Network Connections, Routing, Data Logging, Os Ticket, Information Technology, Cisco
- **Published:** September 17, 2026
- **Apply:** https://www.dice.com/job-detail/f156d1e3-82e0-44ca-83ff-50a9a39250eb

## About the Role

* 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.

## Description

* 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.


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