IT Helpdesk Support Technician

Allegis Group - Lansing, MI

Full-time - Entry Level

Remote - Lansing, MI

10,001+ employees

Administrative and Support Services

About the position

The IT Helpdesk Support Technician will provide Level 1 and Level 2 phone support to an enterprise environment, focusing on Windows devices. This role is part of a digital transformation initiative aimed at enhancing customer experience through the updating and replacement of IT systems and core applications. The position offers opportunities for skill development and career advancement within the IT support field.

Responsibilities

• Document client requests in an ITSM Incident System and assign call incidents appropriately.
• Determine severity and impact of requests and prioritize workload based on documented procedures.
• Provide internal system support to enterprise customers and external support to agents and policyholders.
• Triage and troubleshoot client computing devices and peripherals for enterprise customers.
• Assist with and resolve call incidents primarily through the incoming ACD/phone system queue.
• Manage multiple priorities and meet established service level agreements in a high production environment.
• Identify, evaluate, and communicate the impact of change on information systems, procedures, and workflows.
• Develop support documentation and user references for client computing.
• Maintain up-to-date technical knowledge of hardware and software analysis and troubleshooting.
• Assist agents and policyholders with company-specific web-based applications.
• Modify and maintain specific end-user application security.
• Communicate with external vendors regarding software and hardware issues.

Requirements

• Experience in IT support, specifically in a helpdesk environment.
• Strong troubleshooting skills for Windows devices and peripherals.
• Ability to manage high call volumes and prioritize tasks effectively.
• Familiarity with ITSM Incident Systems and documentation procedures.
• Excellent communication skills for internal and external support.

Nice-to-haves

• Experience with mobile devices, tablets, printers, and projectors.
• Knowledge of Microsoft Office applications and operating systems.
• Previous experience in a high-paced IT support role.

Benefits

• Medical, dental, and vision benefits from day one.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions.
• Life insurance options for employees and dependents.
• Short and long-term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Paid time off (PTO), vacation, or sick leave.