Help Desk Specialist

Help Desk Support

$15.00 - $20.00 per hour

Hybrid Schedule

Contract Position - Benefits begin on day 1

Dimondale, Michigan

Only local candidates will be considered. Candidates must live within 50 miles of Dimondale, Michigan.

Position Summary

Reliance One is seeking a Help Desk Support Specialist to provide Tier 1 IT support to State of Michigan employees and partners. This role will respond to technical requests, troubleshoot hardware and software issues, document resolutions, and escalate incidents when necessary.

Responsibilities

• Log, track, categorize, and prioritize support requests
• Answer incoming technical support calls and emails
• Perform initial diagnosis and determine when escalation is required
• Troubleshoot workstation, software, hardware, and connectivity issues
• Install and maintain approved software
• Apply resolutions or workarounds to restore service quickly
• Monitor open cases and escalate when established timeframes are at risk
• Document incidents and resolutions in the Remedy ticketing system
• Meet established performance metrics, response standards, and service-level agreements
• Follow up on cases involving hardware maintenance vendors
• Attend required technical, policy, and procedural training

Required Qualifications

• Two to three years of Tier 1 IT help desk experience
• Two to three years of service administration experience
• Two to three years of IT troubleshooting experience
• Associate degree in Information Technology or a related field
• Strong customer service, communication, and documentation skills

Preferred Qualifications

• IT certifications such as CompTIA A+, Security+, Cisco Routing, or SANS
• Previous IT first-responder experience using Motorola systems
• Prior military experience involving radio systems

Equal Employment Opportunity

Reliance One, Inc. is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. Reliance One is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process.