Help Desk - MPSCS

Job No: 10559MI

Position Help Desk Client Name Michigan Public Safety Communications System (MPSCS) Requisition Location Dimondale, MI Duration 1+ years Due Date 09/21/2026 C2C Possible No, W2 only Interview Method Web-based with Camera On

NOTE: Only local candidates will be considered for this role. Submissions may reside within 60-miles of Lansing at the time of submission. Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week. We can accept H1b, H4, TN and other valid work visas for IT. However we cannot accept OPT or CPT visas at this time.

Description

Our client is looking for a Help Desk to be responsible for providing IT support employees and partners.

Tasks

• Log, track, and monitor all requests.
• Fulfill pre-defined and pre-approved services.
• Log, categorize, and prioritize incidents.
• Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures.
• Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.
• Answer incoming calls and emails, meeting identified response standards.
• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
• Monitor open cases for resolution within established timeframes and escalation to appropriate parties when necessary.
• Log and track requests received from clients.
• Investigate, evaluate and resolve reported support issues and requests.
• Responsible for providing technical assistance in the implementation of technology and automation initiatives.
• Responsibilities including, but not limited to log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.
• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
• Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
• Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
• Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
• Follow up on cases involving the hardware maintenance vendor.
• Other special duties as assigned.

Knowledge, Skills And Abilities Required

• Clear and concise written and verbal communication is crucial to success and productivity in this role.

Skills Required

• 2-3 years - Previous Tier 1 IT Helpdesk experience
• 2-3 years - Previous Service Administration experience
• 2-3+ years - IT Troubleshooting experience
• Associate's Degree (IT Related)

Skills Desired

• IT Certifications like A+, CISCO Routing, SANS, etc.
• Previous IT related experience using Motorola
• Prior military experience in the radio field