Tier 1 IT Help Desk Analyst
Listed on 2026-09-20
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IT/Tech
IT Support, HelpDesk/Support, Technical Support
Location: Dimondale (MI) |
Employment Type: Full Time - 40 hours per week |
Job Level: T2 |
Work Preference: Hybrid |
Job Code: 245204
Position Overview
Join a frontline IT support team providing technical assistance to end users by resolving technology issues, managing service requests, and delivering excellent customer support. This role focuses on troubleshooting hardware and software issues, documenting resolutions, and ensuring timely incident management within established service levels.
What You'll DoProvide Tier 1 technical support through phone and email.
Log, categorize, prioritize, and track incidents in the ticketing system.
Perform initial diagnosis of technical issues and determine when escalation is required.
Investigate issues and apply approved resolutions or workarounds to restore service.
Monitor open support cases and elevate when necessary to meet established time frames.
Document troubleshooting steps and resolutions according to established procedures.
Install and maintain software as part of supported services.
Participate in meetings and training related to applications, hardware, software, and support procedures.
Coordinate follow-up activities involving hardware maintenance vendors.
Perform additional assigned duties as needed.
Required Qualifications2-3+ years of Tier 1 IT Help Desk experience
2-3+ years of Service Administration experience
2-3+ years of IT troubleshooting experience
Associate's degree in an IT-related field
Preferred QualificationsIT certifications (A+, Cisco Routing, Security+, SANS)
Previous IT-related first responder experience using Motorola
Prior military experience in the radio field
What Makes HTC A Great Place To Build Your FutureHTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you'll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You'll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier.
We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
#LI-Hybrid #ITHelpDesk #Tier1
Support #Service Desk #ITSupport #Help Desk Technician #Troubleshooting
At HTC Global Services, our culture is an embodiment of who we are - a value-led organization committed to success of our people and customers.
- Hybrid and Workplace flexibility
- Work-Life-Balance
- Well-defined career development plan
- Rewards & Recognition program
- L&D focuses on upskilling
- Hands-on experience on Emerging Technologies and Digital Transformation
- Career Mobility programs
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