IT Help Desk Agent - Hybrid - Novi, MI

Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what you're looking for:

• You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more.
• You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off.
• You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program.
• You want recognition. We provide a positive, fun workplace where employees are appreciated.

The Level 1 Help Desk Agent serves as the first point of contact for end users seeking technical assistance. This role is responsible for providing prompt, professional, and effective support for hardware, software, and network-related issues via phone, email, chat, and ticketing systems. The Level 1 agent triages incoming requests, resolves common issues independently, and escalates complex problems to Level 2/Level 3 support teams as needed.

8:30am-5:30pm Monday-Friday

2 days each week in-office (Wednesday and Thursdays)

• Experience in a help desk, technical support, or customer service role required.
• Working knowledge of Windows 11 operating system; macOS familiarity a plus.
• Familiarity with Active Directory user and group management, including password resets and account provisioning.
• Understanding of basic network topology and hardware. How devices connect from the ISP modem to the router, to switches, and out to end-user devices.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN.
• Experience using an ITSM ticketing system such as Service Now, Remedy, Jira Service Management, or similar platform.
• Strong verbal and written communication skills with the demonstrated ability to explain technical concepts clearly to non-technical users.
• Customer-focused mindset with a professional, patient, and empathetic demeanor.
• High school diploma or equivalent required;
  Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred

• Serve as the primary point of contact for all inbound technical support requests via phone, email, chat, and ticketing portal.
• Log, categorize, prioritize, and track all incidents and service requests in the ITSM ticketing system (e.g., Service Now, Jira, or Zendesk).
• Diagnose and resolve common technical issues including password resets and account unlocks, hardware and peripheral troubleshooting, software installation and configuration, VPN and remote access support, Microsoft 365 and Google Workspace issues, and network and Wi‑Fi connectivity problems.
• Follow documented Standard Operating Procedures (SOPs) and knowledge base articles to resolve issues efficiently and consistently.
• Escalate unresolved or complex tickets to Level 2/Level 3 teams with thorough documentation of all troubleshooting steps taken.
• Communicate clearly and professionally with end users throughout the full lifecycle of each ticket.
• Maintain ownership of tickets until resolution or proper handoff is confirmed.
• Contribute to the internal knowledge base by documenting new solutions and workarounds discovered during ticket resolution.
• Meet or exceed defined SLA targets for response time, first‑contact resolution rate, and customer satisfaction scores.

• CompTIA A+ or CompTIA IT Fundamentals (ITF+) certification.
• ITIL v4 Foundation certification or demonstrated working knowledge of ITIL service management concepts.
• Experience supporting Microsoft 365 environments including Exchange Online, Teams, and SharePoint.
• Familiarity with remote desktop and remote support tools such as Team Viewer, Any Desk, or SCCM.
• Experience with VoIP phone hardware and setup (desk phones, PoE switches, cabling) is a plus.
• Multilingual communication skills a plus.

• Compensation based on…