Date Posted: 02/03/2025
Hiring Organization: Rose International
Position Number: 477579
Job Title: Help Desk
Job Location: Detroit, MI, USA, 48201
Work Model: Onsite
Employment Type: Temporary
Estimated Duration (In months): 5
Min Hourly Rate($): 23.00
Max Hourly Rate($): 24.00
Must Have Skills/Attributes: Communications, Helpdesk, Microsoft Office, Troubleshooting
Job Description
***Only qualified Help Desk candidates located near the Detroit, MI area to be considered due to the position requiring an onsite presence***
Required Education:
• Bachelor''s degree in information technology, Business Administration or related discipline
Preferred Certification:
• CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.
Required Skills:
• Minimum of three years' experience in a technical support or help desk role preferably in an educational environment.
• Basic knowledge of Windows and macOS operating systems
• Experience with remote desktop tools call management and helpdesk software
Preferred Skills:
• Familiarity with common software applications, preferably all aspects of the Microsoft Office Suite
• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting
As a significant member of the Client 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.
Job Responsibilities:
• 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
• Performance Metrics: Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations
• Performs other duties as assigned by supervisor
Communication:
• 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 helpdesk system
Physical Requirements:
• Ability to sit for extended periods while working on a computer
• Occasional lifting and transporting of moderately heavy objects such as computers and peripherals
Work Environment:
• Fast-paced call center environment with a focus on customer service and technical support
• May require occasional travel to different district sites for on-site support
• Must have own transportation to travel to District locations when needed - **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.).
It is a great pleasure being a part of the Rose International Team.
Toni, Consultant
I am very happy with the Rose International, and the professionalism of the employees.
Robin, Consultant
Working for Rose International was the most pleasant assignment I have ever had. They were always on top of situations when necessary, and very helpful. I was very proud to be an employee of Rose International, and would recommend anyone to try to work with them.
Melvon, Consultant
You are customer service oriented. No matter whether it was the Recruiter or someone in Human Resources/Payroll, you were responsive. That to me is key!
Tonya, Consultant
My on-boarding with Rose was outstanding. The packets of information, the process, and great attention to detail each person gave me allowed me to get started quickly.I appreciated each person's friendly and helpful attitude.
Diana, Consultant
EMPLOYEE COMMENTS