Help Desk 1

This person will be working ONSITE in a full-time capacity in Detroit, MI. Remote work is not an option.

Offered Candidate must follow Detroit Public Schools Community District COVID-19 safety guidelines which requires weekly testing, and a mask to be worn onsite.

Position Summary: 

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.

Requirements

Minimum 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.

Technical Skills:

·      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 helpdesk software.

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.