Work Model: Hybrid (2 days a week onsite)

Allows Relocation: NO, must be within 60 miles

SUMMARY

The candidate hired will be the member of the team responsible for providing IT support to State of Michigan employees and partners. Log and track requests received from clients. Investigate, evaluate and resolve reported support issues and requests. Responsible for providing technical assistance in the implementation of technology and automation initiatives. Responsibilities including, but not limited to: log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.

RESPONSIBILITIES

95% of Time - Log, track, and monitor all requests. Fulfill pre-defined and pre-approved services. Log, categorize, and prioritize incidents. Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures. Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.

• Answer incoming calls and emails, meeting identified response standards.

• Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.

• Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.

• Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.

• Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.

• Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.

• Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.

• Follow up on cases involving the hardware maintenance vendor.

5% of Time - Perform special duties as assigned.

QUALIFICATIONS

Required:

• 2-3+ years of previous Tier 1 IT Helpdesk experience
• 2-3 + years of previous Service Administration experience
• 2-3+ years of IT Troubleshooting experience
• Associate’s degree (IT Related)

Preferred:

• IT Certifications (A+, CISCO Routing, Security +, SANS*)
• Previous IT related first responder experience (using Motorola)
• Prior military experience in the radio field

To ensure compliance with company policy and client requirements, an ID verification tool may be used to verify candidate location and identity prior to submittal.

MANAGER NOTES

·        Interview will be in person

BENEFITS

This is a contract opportunity with a great organization. As a contractor for Smith Johnson, you are eligible for medical, dental, life, disability. Smith Johnson pays for 70% of your medical and dental and 100% of life and disability. The contract is also eligible for PTO/holiday accrued monthly. You are also eligible for a 3% retirement matching plan. Smith Johnson believes in taking care of our contractors.