Service Desk Representative


Strategic Staffing Solutions


Strategic Staffing Solutions is currently looking for a Service Desk Representative for a contract opportunity with one of our largest clients located in Detroit, MI!

Title: Service Desk Representative

Location: Detroit, MI (Remote – must be local to Detroit area)

Duration: 12+ Months

Role Type: W2 Contract Engagement

Pay Rate: $20/hour

Job/Role Description

  • Provide technical support to customers for technologies including desktops and laptops, virtual machines, tablets, desk phones, mobile phones, printers, wired and wireless networks, VPNs, webcams, dictation hardware, usage of said technology in and outside of client locations, technically integrated medical devices such as ventilators, cardiac monitors, and anesthesia machines, and a variety of software
  • Safeguard the security of the organization by following established procedures to prevent unauthorized access to System resources
  • Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of semi-complex technical issues or requests
  • Provide guidance and support to Service Desk Associates and new Representatives and communicate with departmental leadership as needed to ensure service excellence is achieved. 
  • May be requested to test new technologies and support structures to help with later integration across the rest of the team

Key Responsibilities

  • Assist with the identification and handling of emerging issues by noticing and responding to trends in Service Desk collaboration tools, communicating with other teams, and leveraging obtained information
  • Seek information through standard channels as well as in non-traditional avenues if unavailable through standard channels
  • Contribute to the growth and maintenance of our knowledgebase
  • Keep knowledge of processes and procedures current and stay aware of and responsive to changes in the environment
  • Take ownership when new information is presented and follow through by asking relevant questions and updating colleagues and documentation accordingly
  • Identifies and appropriately escalates system hardware, software or build issues for quality assurance and system stability. 
  • Multi-tasking appropriately for extended periods 
  • Prioritizing work logically and per departmental requirements
  • Meeting all deadlines

Required Experience

  • 2 years of recent helpdesk customer facing (not in-person) experience
  • High School Diploma or equivalent required. 
  • Some college, or 1-2 years of vocational technical training, or an Information Technology/Support industry certification
  • Certification in IT Service Management (ITSM/ITIL/HDI, etc.)

The S3 Difference

The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities.  The four pillars of our company are to:

  • Set the bar high for what a company should do
  • Create jobs
  • Offer people an opportunity to succeed and change their station in life
  • Improve the communities where we live and work through volunteering and charitable giving

As an S3 employee, you’re eligible for a full benefits package that may include:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Vacation Package
  • Life & Disability Insurance Plans
  • Flexible Spending Accounts
  • Tuition Reimbursement

Job ID: JOB-235593
Publish Date: 16 May 2024

Tagged as: Service Desk Representative