Brooksource · 10 hours ago
Help Desk Technician
Lansing, MI
Full-time
Onsite
New Grad, Entry Level
$20/hr - $25/hrBrooksource is seeking a Help Desk Technician to provide front-line monitoring, incident response, and operational support for the State of Michigan’s critical business systems. The role focuses on ensuring system availability, security, and compliance while coordinating responses to incidents and maintaining communication across support teams.
EmploymentHuman ResourcesInformation Technology
Responsibilities
Initiate, manage, and coordinate Medium, High, and Critical incidents impacting State of Michigan critical business functions
Perform initial incident triage and impact assessments for affected systems and services
Escalate incidents to Tier II support and major incident teams as appropriate
Notify and escalate incidents in accordance with Standard Operating Procedures (SOP 12 and 12-2)
Issue Communications Matrix Notifications (CMN) for High and Critical incidents
Open, update, assign, and manage trouble tickets through resolution
Monitor server, network, and system monitoring tools and respond to alerts and alarms
Track system performance metrics (CPU, memory, I/O) to ensure SLA compliance and prevent overutilization
Execute production programs and jobs on mainframe systems using operator consoles
Manage production workloads using automated scheduling systems to ensure timely job completion
Monitor and ensure proper operation of data center and facility infrastructure, including generators, UPS systems, PDUs, HVAC, and building water supply
Grant and manage physical access to hosting centers, both locally and remotely
Enforce physical security policies across the State’s two hosting centers
Monitor security systems and conditions to ensure operational integrity
Identify, document, and report security incidents or irregularities to appropriate teams
Produce detailed documentation outlining issue detection, impact, and resolution steps
Maintain thorough incident and operations documentation, including root cause, impact, and resolution details
Prepare and distribute system operations and status reports
Review and respond promptly to operational communications (email, alerts, notifications)
Use operational communication tools effectively, including ticketing systems, status boards, broadcast messaging, and reports
Support incident response through inbound and outbound phone communication as needed
Review the Change Management Forward Schedule of Change and update Requests for Change (RFCs) when requested
Qualification
Required
Experience in incident management and operations support
Ability to perform initial incident triage and impact assessments
Familiarity with Standard Operating Procedures (SOP 12 and 12-2)
Experience with monitoring server, network, and system monitoring tools
Ability to track system performance metrics (CPU, memory, I/O)
Experience executing production programs and jobs on mainframe systems
Ability to manage production workloads using automated scheduling systems
Experience monitoring data center and facility infrastructure
Ability to enforce physical security policies
Experience monitoring security systems and conditions
Ability to document and report security incidents
Experience maintaining incident and operations documentation
Ability to prepare and distribute system operations and status reports
Experience using operational communication tools effectively
Ability to support incident response through phone communication
Company
Brooksource
Brooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment.
Founded in 2000
1001-5000 employees
H1B Sponsorship
Brooksource 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
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Ashley Cigolotti
Director, Global Partnerships
Matt Ayala
National Account Executive (Global Partnerships)
Recent News
Technically Media
2025-05-27
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2025-05-17
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