Helpdesk Analyst
Not Disclosed•Full-TimeOn-site
location_onDetroit School of Arts, 123, Selden Street, Midtown, Detroit, Wayne County, Michigan, 48201, United States
About the Role
As a Technical Client Service Specialist, you will serve as the vital first point of contact for the Technology Division's Client Services team. In this position, you will provide efficient, professional, and effective IT support to district staff and students, acting as the bridge between users and technical solutions. The role is designed for someone who thrives in a fast-paced environment and possesses a unique blend of technical acumen and customer service expertise, specifically within the context of an educational setting.
You will be responsible for diagnosing and resolving basic to moderately complex technical issues via phone or remote connection. Your day-to-day involves managing service requests, troubleshooting hardware and software challenges, and ensuring seamless escalation of unresolved issues to specialized teams. Beyond technical fixes, you will empower users by providing clear instructions and training, helping them resolve minor issues independently in the future.
Work Environment
This role operates within a dynamic call center environment focused on high-quality customer service and technical support. While the majority of support is delivered remotely, the position may require occasional travel to various district sites for on-site assistance. Candidates must have reliable transportation to facilitate these visits. The atmosphere demands strong communication skills, allowing you to translate complex technical concepts into language that non-technical users can easily understand.
Application Instructions
Interested candidates should contact Pankaj Kumar at Digital Technology Solutions to discuss this opportunity further. Please reach out via phone at 248-438-8548 to initiate the conversation regarding this Direct Client position based in Detroit, MI.
Work location
Work model: On-site
Detroit School of Arts, 123, Selden Street, Midtown, Detroit, Wayne County, Michigan, 48201, United States
Detroit, Michigan
Key Responsibilities
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Skills, education and keywords
Skills: Windows, Macos, Remote Desktop Tools, Call Management, Helpdesk Software, Comptia A+, Microsoft Certified: Fundamentals, Microsoft Office Suite, Network Fundamentals, Wi-Fi.
Education: Bachelor's degree in information technology required; Bachelor's degree in Business Administration required.
Frequently asked questions about Helpdesk Analyst at Digital Technology Solutions LLC
What does a Helpdesk Analyst at Digital Technology Solutions LLC do?expand_more
In this Helpdesk Analyst at Digital Technology Solutions LLC role, you will diagnose and resolve level 1/1.5 it support issues including password resets and software troubleshooting; utilize remote desktop tools to assist users with hardware peripherals setup and connectivity; document service requests, troubleshooting steps, and resolutions accurately in the helpdesk system; and escalate complex technical problems to level 2 or specialized support teams with clear communication.
What are the requirements for this Helpdesk Analyst role?expand_more
Digital Technology Solutions LLC is looking for candidates who meet the following requirements: Bachelor's degree in information technology, Business Administration or related discipline; Minimum of three (3) years' experience in a technical support or help desk role; Basic knowledge of Windows and macOS operating systems; Experience with remote desktop tools, call management and helpdesk software; and CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred.