Quantam · 4 hours ago
Technical Help Desk Specialist
Detroit, MI
Contract
Onsite
Mid Level
$20/hr - $22/hr
3+ years expQuantam Solutions provides IT solutions and consulting for various clients, and they are currently seeking a Technical Client Service Specialist. This role involves serving as the first point of contact for technical support requests, diagnosing and resolving technical issues, and managing service requests in a fast-paced call center environment.
DeliveryInformation TechnologyRoboticsSoftwareTransportation
Responsibilities
Respond to incoming calls, helpdesk tickets and remote support requests for service from district staff and students, providing timely and courteous assistance
Utilize phone and remote support tools to diagnose and resolve Level 1/1.5 support issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripherals setup and connectivity
Diagnose and resolve Level 1/1.5 IT support issues, ensuring a quick resolution or appropriate escalation
Accurately document issues and escalate more complex problems to Level 2 or other specialized support teams, ensuring smooth handoff and communication
Maintain detailed and accurate records of support requests, troubleshooting steps, and resolutions in the helpdesk system
Provide clear, concise instructions and training to users on common technical issues, empowering them to resolve minor issues independently in the future
Assist in monitoring district-wide IT systems and alerting appropriate teams when issues are detected
Work closely with other IT teams to share knowledge, troubleshoot complex issues, and contribute to continuous improvement of support processes
Maintain a high level of customer service and professionalism when interacting with all users, including students, staff, and administrators
Achieve key performance metrics while also meeting annual objectives focused on enhancing service efficiency, improving customer engagement, and optimizing support operations
Performs other duties as assigned by supervisor
Qualification
Required
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, preferably in an educational environment
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
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
Ability to sit for extended periods while working on a computer
Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals
Must have own transportation to travel to District locations when needed
Preferred
CompTIA A+, Microsoft Certified: Fundamentals or equivalent certifications preferred
Benefits
Health benefits
Paid time off
401(k) plan
Company
Quantam
Quantam is The Public Sector Company.
1001-5000 employees
H1B Sponsorship
Quantam has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2023 (13)
2022 (2)
2021 (2)
2020 (1)
Funding
Current Stage
Late StageLeadership Team
Richard Van Staten
Owner/CEO Quantam
Company data provided by crunchbase