Help Desk

Dimondale, Michigan

Member of the team responsible for providing IT support to our employees and partners. Log and track requests received from clients. Investigate, evaluate and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives. Responsibilities including, but not limited to: log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware;

and answering technical phone lines.

95% of Time - Log, track, and monitor all requests. Fulfill pre-defined and pre-approved services. Log, categorize, and prioritize incidents. Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures. Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.

• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
• Monitor open cases for resolution within established time frames and elevate to appropriate parties when necessary.
• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
• Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
• Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
• Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
• Follow up on cases involving the hardware maintenance vendor.

• 5% Perform special duties as assigned.

• 2-3+ years of previous Tier 1 IT Helpdesk experience
• 2-3 + years of previous Service Administration experience
• 2-3+ years of IT Troubleshooting experience
• Associate's degree (IT Related)

• IT Certifications (A+, CISCO Routing, Security +, SANS*)
• Previous IT related first responder experience (using Motorola)
• Prior military experience in the radio field

At Fast Tek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra. We act responsibly, give back to the communities we serve and have a little fun along the way. We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!

Fast Tek Global is a financially strong, privately held company that is 100% consultant and client focused. We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies. Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:

• Medical and Dental (Fast Tek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

Plus, we have a…