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IT Support Specialist – Service Desk

7 hours ago

Lansing, Michigan, United States Brooksource Full time

This position is open exclusively to U.S. Military Veterans.

Lansing, MI (2 days onsite, 3 days remote)

12-Month Contract-to-Hire | W-2 | Full-Time Hours

We are seeking an IT Support Specialist with prior U.S. military service who enjoys solving technical problems, supporting end users, and remotely troubleshooting IT tickets. This role with the State of Michigan is ideal for veterans who value structure, teamwork, and stable work environments while continuing to grow their technical skills over time.

What You'll Do:

  • Provide daily IT support for end users across state agencies through remote troubleshooting and resolution.
  • Resolve IT tickets involving user accounts, password resets, software installations, and basic hardware support.
  • Communicate with end users by phone and email to gather details, clarify requests, and ensure issues are resolved.
  • Escalate complex issues to senior engineers, developers, or architects when needed.
  • Manage a steady flow of incoming tickets while maintaining professionalism and patience.
  • Document all work clearly and accurately within the ticketing system.

What We're Looking For:

  • Experience providing IT support in a helpdesk, service desk, or ticket-driven environment.
  • Hands-on experience with password resets, software installations, and remote troubleshooting.
  • Experience using an IT ticketing system (e.g., ServiceNow, Zendesk, Remedy, or similar).
  • Strong customer service mindset and comfort supporting end users directly.
  • Ability to stay calm, focused, and organized during high ticket volumes.
  • Clear communication skills and attention to detail when documenting work.
  • Prior U.S. military service (any branch).

Veteran Hiring Program:

This role is part of a veteran employment initiative supporting the State of Michigan. It is open exclusively to candidates who have previously served in the U.S. military (any branch, any MOS/AFSC/rating). Whether you are early in your IT career or transitioning from military service, this position offers stability, training, and long-term career growth.