Job Information
TEKsystems Help Desk Associate in Detroit, Michigan
Description
As a significant member of the Technology Division’s Client Services team, the Technical Client Service
Specialist will serve as the first point of contact for technical support requests for district staff and students.
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 educational environment. Candidate should have solid foundational IT knowledge, software
expertise, basic networking fundamentals, and previous help desk experience
Essential Functions of Role:
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 assistance.
- Phone 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 connectivity.
- Issue Resolution: Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick
resolution or appropriate escalation.
- Escalation: Accurately document issues and escalate more complex problems to Level 2 or
other specialized support teams, ensuring smooth handoff and communication.
- Documentation: Maintain detailed and accurate records of support requests, troubleshooting
steps, and resolutions in the helpdesk system.
- User Education: Provide clear, concise instructions and training to users on common
technical issues, empowering them to resolve minor issues independently in the future.
- System Monitoring: Assist in monitoring district-wide IT systems and alerting appropriate
teams when issues are detected.
- Team Collaboration: Work closely with other IT teams to share knowledge, troubleshoot
complex issues, and contribute to continuous improvement of support processes.
- Customer Service: Maintain a high level of customer service and professionalism when
interacting with all users, including students, staff, and administrators.
10.Performance Metrics: Achieve key performance metrics while also meeting annual objectives
focused on enhancing service efficiency, improving customer engagement, and optimizing
support operations.
11.Performs other duties as assigned by supervisor.
Skills
Help desk support, Help desk, Troubleshooting, Customer service, Service desk
Additional Skills & Qualifications
Bachelor’s degree in information technology, Business Administration or related discipline.
CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
Minimum of three (3) years' experience in a technical support or help desk role, preferably in an educational environment.
Basic knowledge of Windows and macOS operating systems,
Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite.
Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
Experience with remote desktop tools, call management and help desk software.
Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users clearly and effectively.
Ability to accurately document service requests, troubleshooting steps, and resolutions in the help desk system.
Ability to sit for extended periods while working on a computer.
Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.
Pay and Benefits
The pay range for this position is $15.00 - $22.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Detroit,MI.
Application Deadline
This position is anticipated to close on Apr 1, 2025.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.