IT Support Technician

Description

• First Point of Contact:
  Respond to incoming calls, helpdesk tickets and remote support requests from district staff and students, providing timely and courteous assistance.
• Phone and Remote Support:
  Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity.
• Issue Resolution:
  Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation.
• Escalation:
  Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication.
• Documentation:
  Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system.
• User
  
  Education:
  
  Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future.
• System Monitoring:
  Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected.
• Team
  
  Collaboration:
  
  Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes.
• Customer Service:
  Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators.
• Performance Metrics:
  Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations.
• Additional Duties:
  Perform other duties as assigned by supervisor.

• Bachelor’s degree in information technology, Business Administration or related discipline.
• CompTIA A+, Microsoft Certified:
  Fundamentals or equivalent certifications preferred.
• Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.
• Basic knowledge of Windows and macOS operating systems.
• Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.
• Understanding of network fundamentals, including Wi‑Fi connectivity and basic troubleshooting.
• Experience with remote desktop tools, call management and help desk software.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical users clearly and effectively.
• Ability to accurately document service requests, troubleshooting steps, and resolutions in the help desk system.
• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.

This is a Contract position based out of Detroit, MI.

The pay range for this position is $18.00 - $22.00/hr.

If eligible, the benefits available for this temporary role may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Detroit, MI.

This position is anticipated to close on Mar 14, 2026.

TEKsystems is an Allegis Group company. We’re partners in transformation, helping clients activate ideas and solutions to take advantage of a new world of opportunity. Our workforce of 80,000 supports over 6,000 clients—including 80% of the Fortune 500—across North America, Europe, and Asia.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.