Helpdesk Support Technician

Helpdesk Support Technician

Located in the Ops Center, Dimondale, MI.

Event timing: 3pm to 11pm (second shift). 40‑hour workweek.

The primary responsibility is to receive all helpdesk calls, log tickets, perform initial troubleshooting in a Windows 10 environment, and determine escalation to tier‑2 support if needed. Each call must be resolved within 15‑20 minutes or escalated. Staff are expected to handle a high volume, with around 25 calls per agent per day and 1,500 calls per day for the department.

• Log and track requests received from clients.
• Investigate, evaluate and resolve reported support issues and requests.
• Log, categorize and prioritize incidents.
• Perform initial diagnosis and determine if escalation is necessary.
• Install and maintain both hardware and software.
• Act as a troubleshooter for workstations and associated software and hardware.
• Answer technical phone lines.

• Experience with Windows 10.
• Phone support and Remedy ticketing system experience.
• Knowledge of mobile devices and printer support.
• Application support skills.
• Strong customer service skills and ability to remain calm with frustrated users.
• Entry‑level experience acceptable.

• Drug test required.
• Contractors may transition to full‑time service after 1–2 years based on experience and state hiring requirements.
• Workers may request one day per week to work from home during inclement weather.

Equal opportunity employment statement:
All qualified applicants will receive consideration for employment without discrimination based upon race, color, religion, sex, national origin, age, disability status, veteran status or any other protected class.