Help Desk Specialist

About the Role

Looking for a 1-3 year Help Desk Specialist, for more onsite support, this is NOT FULL REMOTE. This role is responsible for resolving escalated support tickets, troubleshooting complex hardware/software/network issues, and supporting knowledge base development for L1 teams.

Please DO NOT APPLY if you DO NOT live in Michigan or if you live more than 60 miles from Farmington Hills. Local candidates only.

Job Duties

• Own escalated tickets from L1 Help Desk through resolution or proper handoff
• Document troubleshooting steps, diagnostics, and resolution activity in ServiceNow
• Monitor incoming ticket queues and route issues based on type, priority, and support level
• Troubleshoot access issues, device settings, application access, connectivity, Microsoft 365, and cloud services
• Escalate highly complex issues to L3 or specialized IT teams with complete documentation
• Create and update knowledge base articles, SOPs, root cause notes, and technical workarounds
• Track SLA performance, escalation trends, and repeat issue patterns
• Coordinate with external vendors on technical updates and issue resolution

Skills & Experience

Required

• High school diploma or equivalent
• 2–4 years of help desk or technical support experience
• 1+ year of L1 help desk or equivalent support experience
• Windows 11 support experience
• Active Directory and Azure AD administration
• TCP/IP, DNS, DHCP, VPN, and LAN/WAN troubleshooting
• ITSM ticketing system experience, such as ServiceNow, Remedy, Jira Service Management, or similar
• VoIP phone system troubleshooting

Desired

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field
• macOS support experience
• CompTIA A+, Network+, or Security+ certification
• ITIL v4 Foundation certification or ITIL service management experience
• Microsoft 365 support experience, including Exchange Online, Teams, and SharePoint
• Endpoint management or remote support tools such as SCCM, Microsoft Intune, LogMeIn, or similar
• Switches, routers, and firewall fundamentals
• Multilingual support experience