Kelly Services
Location
Auburn Hills, MI | United States
Job description
Help Desk Specialist
Location: Auburn Hills, MI (hybrid/onsite 3xs a week)
Shift: 9:00 AM-6:30 PM
Rate: $24.17 per hour w2
Duration: 6 months+ extensions
Kelly Technology is currently recruiting for a Helpdesk Specialist to work on-site in Auburn Hills. The shift for this role is M-F 9:00 AM-6:30 PM. The ideal candidate will have strong hardware and software support and troubleshooting skills. Candidates also need experience troubleshooting Windows, iOS, Android, and MAC operating systems.
The IT Support Center Specialist is responsible for providing quality phone and desktop support with a high degree of customer service, and timeliness. The IT Support Center Specialist is expected to work in a multi-cultural and diverse environment answering inquiries, resolving problems, fulfilling requests, determining requirements, monitoring systems, and assisting in maintaining ticketing and knowledge base systems.
Responsibilities
Provides daily support for staff and faculty via phone, remote assistance, or in person, assisting with issues, utilization of college software/hardware, and submission of requests.
Responds efficiently and accurately to staff and faculty explaining possible solutions, escalating issues, and ensuring that they feel supported and valued.
Strives to meet or exceed Support Center metrics while providing excellent consistent customer service and creating a positive experience for each caller.
Assists with maintaining the ITSM Knowledge Base and Service Catalog with pertinent and useful information.
Researches, resolves, and responds to complex technology questions in accordance with current standards. 6. Installs and maintains new and existing hardware.
Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery in order to provide technically accurate solutions.
Participates or leads team projects that enhance the quality and/or efficiency of the IT Support Center.
Participates in research on new technologies.
May be required to work additional hours, as necessary.
KNOWLEDGE AND SKILLS REQUIRED:
Two years of experience working in an IT Support Center plus working with ITSM technologies such as Team Dynamix.
Prefer HDI Support Center Analyst Certification
Exceptional customer service, active listening, verbal and written communication skills, professional phone voice
Knowledge of problem solving and troubleshooting methods
Knowledge of personal computers and related hardware and software
Knowledge of Windows operating systems, GUI applications and application software
Knowledge in maintaining a service catalog and knowledge base for a Support Center
Familiar with iOS, Android, and MAC operating systems
Ability to work as a team player in a multi-cultural, diverse working environment
Associates degree in Information Technologies, related field, or technical training equivalent.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here ( for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Job tags
Salary
