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Help Desk 1

Company: FastTek Global
Location: Detroit
Posted on: March 19, 2023

Job Description:

Help Desk 1 #946962
Position Summary:

  • As a significant member of the Technology Division's Client Services Team, the Technology Client Service Specialist will provide technical support and consultation services to users in a timely, accurate and efficient manner.
  • The Technology Client Service Specialist will provide technical support for hardware, software and applications supported by the District.
  • District technologies include laptops, desktops and tablets in a Windows 10 environment, MS Office 365 tools (Word, Excel, SharePoint, PowerPoint, etc.), PeopleSoft, PowerSchool, Frontline, and others.
  • As a technical services professional, the Technology Client Service Specialist will use their technical skill and ability to troubleshoot, diagnose, mitigate, and resolve issues based on best practices and district policies and procedures.
  • The successful candidate for this role has a wide range of adaptable technical skills and knowledge, learns how to use new technologies quickly, and can effectively communicate technical information to others. A combination of strong technical and soft skills is a must.

    Essential Functions:

    • Act as the first line of contact of technical support and troubleshooting for district stakeholders, including parents, students, employees, external partners, community and board members via phone, email, remote and in-person contact for technology supported by the District.
    • Think critically and quickly to identify, diagnose, troubleshoot and resolve technical issues for district software (e.g., Clever, PowerSchool, Schoology) and hardware (e.g., desktops, laptops and tablets) for staff and students.
    • Act as skilled resolver for technical issues related to the District's business applications across multiple workstreams. Business applications include Peoplesoft (Finance/Payroll), PowerSchool, Blackboard, Clever, Schoology, and other operational software, as well as Windows based applications and hardware.
    • Enhance the customer experience by resolving technical issues at the first point of engagement, as much as possible avoiding handoffs, escalations and the need for in-person
    • field service support. Be assertive in making sure proper closure occurs and look to resolve any conflicts.
    • Use the District's information technology service management (ITSM) tool to accurately record, track and assign service requests and incidents to appropriate district departments, communicate resolutions and recommendations to stakeholder, and report escalation and/or high impact issues as needed.
    • Fully identify and document the pertinent details (who, what, when, where, why and how) to service requests for accuracy and efficient customer service and data reporting.
    • Develop and update information resources such as the ITSM knowledge base, call scripts and frequently asked questions to provide adequate and accurate responses to customers.
    • This includes learning and documenting technical specifications and troubleshooting steps for District-supported technologies, staying informed of District events, structures, resources and initiatives, and knowledge sharing within the team and across departments.
    • Meet or exceed established customer service standards and metrics to increase customer satisfaction.
    • Provide technical or customer support for district events such as board meetings, community workshops or expos, including periodic weekend and evening events.
    • Collaborate with other teams to ensure coordination and timely completion of projects/tasks, assist with special projects, and resolve escalated incidents or service requests.
    • Seek out and embrace opportunities to ensure technical and customer service skills are up to date, aligned to industry standards and the needs of the District; proactively share knowledge with colleagues to improve the performance of the team.
    • Perform duties in alignment with established policies, and procedures, as well as serve as an agent to inform others of new policies, procedures and change management.
    • Perform other duties as assigned by supervisor.

      Additional Info:

      At FastTek Global, Our Purpose is Our People and Our Planet . We come to work each day and are reminded we are helping people find their success stories . Also, Doing the right thing is our mantra . We act responsibly, give back to the communities we serve and have a little fun along the way.
      We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years !
      FastTek Global is a financially strong, privately held company that is 100% consultant and client focused .
      We've differentiated ourselves by being fast, flexible, creative and honest . Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
      Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:

      • Medical and Dental (FastTek pays majority of the medical program)
      • Vision
      • Personal Time Off (PTO) Program
      • Long Term Disability (100% paid)
      • Life Insurance (100% paid)
      • 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

        Plus, we have a lucrative employee referral program and an employee recognition culture.
        FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019 , 2020, 2021, and 2022!
        To view all of our open positions go to:
        Follow us on Twitter:
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        Find us on LinkedIn:
        You can become a fan of FastTek on Facebook:

        State of Michigan
        Candidate Cover Sheet

        Please attach completed form as an additional document with the candidate resume in dotStaff---. This form is required for all IT staff augmentation positions with the State of Michigan. If required fields on this form are not completed, the candidate may be withdrawn from consideration .


        * Posting Number:
        * Candidate Name:
        * Candidate Availability for In Person interview:
        * Current Location of Candidate (City, State):
        * Is candidate through a sub vendor:
        If yes, sub vendor name:
        * Earliest availability to start if selected:
        *Key engagements over the last two years:
        * Has candidate ever worked at the State:
        If yes, what department and division:
        If yes, dates of employment at the State:
        * Does candidate have any relatives working at the State:
        If yes, list their name(s) and department(s):
        * Describe how past work experience relates to this position:
        Recruiter Notes:

        By typing my name below, I have validated that all the information contained in the Candidate's resume related to technical skills and experience is accurate.
        Vendor Representative Name: Click or tap here to enter text. Date: Click or tap here to enter text.

Keywords: FastTek Global, Detroit , Help Desk 1, Other , Detroit, Michigan

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