IT Service Desk Technician

5 days ago


Detroit, United States Strategic Staffing Solutions Full time

Location: Detroit, MI (onsite)

Duration: 12+ Months

Role Type: W2 contract engagement

Pay Rate: $20-22/hour

*Part-time 20-25 hours/week


Role Summary


Service Desk Analyst (Level 1)

  • Provide first-level contact and incident resolution for all users with all issues
  • Uses advanced troubleshooting skills
  • Review knowledgebase articles ensuring accuracy of content
  • Provide accurate and timely logging of incidents and resolution
  • Meet or exceed performance goals
  • Escalate problems as appropriate following Service Desk procedures


Senior Service Desk Analyst

  • Approve escalation requests via chat to ensure FCR metric goals are met
  • VIP Call Handling
  • Mentoring of new and developing agents
  • Provide next level troubleshooting/guidance to team
  • Deskside support/Concierge service
  • Review knowledgebase articles ensuring accuracy of content
  • Provide first-level contact and incident resolution for all users
  • Provide accurate and timely logging of incidents and resolution
  • Escalate problems as appropriate following Service Desk procedures



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