Help Desk Jobs in USA, MI, Detroit | Rose International Job
Rose International
Detroit, MI
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JOB DETAILS
SALARY
$20–$21 Per Hour
JOB TYPE
Temporary
LOCATION
Detroit, MI
POSTED
6 days ago
REQUIRED MINIMUM EDUCATION:Bachelor’s degree in information technology, Business Administration or related disciplinePREFERRED CERTIFICATIONS:CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications are preferredREQUIRED SKILLS & EXPERIENCE: Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environmentTechnical Skills:Basic knowledge of Windows and macOS operating systemsFamiliarity with common software applications, preferably all aspects of the Microsoft Office SuiteUnderstanding of network fundamentals, including Wi-Fi connectivity and basic troubleshootingExperience with remote desktop tools, call management and helpdesk softwareCommunication:Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectivelyAbility to accurately document service requests, troubleshooting steps, and resolutions in the helpdesk systemPhysical Requirements:Ability to sit for extended periods while working on a computerOccasional lifting and transporting of moderately heavy objects, such as computers and peripheralsWork Environment:Fast-paced call center environment with a focus on customer service and technical supportMay require occasional travel to different district sites for on-site supportMust have own transportation to travel to District locations when neededABOUT THE ROLE/JOB DESCRIPTION: As a significant member of the Technical Client Service Specialist will serve as the first point of contact for technical support requests. This role is responsible for providing efficient, professional, and effective IT support by diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. The Technical Client Service Specialist will assist in managing service requests, troubleshooting hardware and software issues, and escalating unresolved issues to the next level of support as necessary. An ideal candidate for this role possesses a blend of technical skills, customer service expertise, and an understanding of the unique challenges in an environment. Candidate should have solid foundational IT knowledge, software expertise, basic networking fundamentals, and previous help desk experience.ESSENTIAL FUNCTIONS:First Point of Contact: Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistancePhone and Remote Support: Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivityIssue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalationEscalation: Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communicationDocumentation: Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk systemUser Education: Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the futureSystem Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detectedTeam Collaboration: Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processesCustomer Service: Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administratorsPerformance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operationsPerforms other duties as assigned by supervisor **Only those lawfully authorized to work in the designated country associated with the position will be considered.** **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.** Benefits: For information and details on employment benefits offered with this position, please visit here. Should you have any questions/concerns, please contact our HR Department via our secure website. California Pay Equity: For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website here. Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances. If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise, please contact our HR Department. Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).
About the Company
R
Rose International
Founded in 1993 by Sue Bhatia, Rose International is one of the nation's leading minority- and woman-owned providers of Staffing and Total Talent Solutions. We serve companies in all 50 states and employ thousands of people across the country.