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Help Desk Technician (Contract to Hire)

Job Title
Help Desk Technician (Contract to Hire)
Job ID
Southfield,  MI 48075
Other Location

Help Desk Technician

A successful Help Desk Technician will work on the IT Help Desk to provide a high level of customer service and software/hardware problem resolution. This will be achieved by performing in depth diagnosis and guiding users through step-by-step solutions to ensure a successful outcome when fielding calls from the user base, creating the initial record of the request and resolving all Level One/Level Two end-user problems over the phone or in-person. We seek a highly organized, detail-oriented person who can work independently and manage multiple projects with competing priorities. Clear communication, teamwork and professionalism are key core values that this candidate would need to display.

This position is located in Southfield, Michigan,


Key Responsibilities:

  • Identify, diagnose, and resolve problems for staff using IT equipment; timely resolution or escalation of more complex issues
  • Escalate requests as necessary and contact third-party vendors for warranty service repair
  • Efficient communication of solutions to our clients
  • Provide one-on-one end-user problem resolution over the phone or by email
  • Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals
  • Administer mobile technology (not limited to) iOS and Mobile Iron
  • Diagnose and resolve end-user network or local printer problems, PC hardware problems and, e-mail, Internet, VPN, and local-area network access problems
  • Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
  • Active involvement in IT department and its projects. Provide feedback/ideas as appropriate
  • Additional duties as identified


  • Minimum 1 -2 years of experience in a similar position, including internships
  • Experience with Exchange ActiveSync
  • Experience with Microsoft Office 2007/2010, Outlook, Desktop and Laptop PC’s, Windows 7, relevant software, printers and networking
  • Certification in at least one technical product set would be preferred (MCSE etc)
  • Knowledge and experience of customer service practices; beneficial to have worked in an ITIL based environment
  • Highly effective interpersonal skills
  • Demonstrated skill in problem analysis and resolution
  • Dependable with strong customer service skills
  • Strong verbal and written communication skills
  • Good planning and organizational skills with high level attention to detail
  • Tolerant of high stress situations in a fast paced environment
  • Willing to learn and adaptable with a “can do” attitude
  • Fluent in English; other languages useful
  • Must be able to work full time in an office environment and be physically able to sit/stand at a computer and work in front of a computer screen for significant portions of the work day

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