Helpdesk Analyst

Requirements:

• We require a bachelors degree in information technology, business administration, or a closely related field.
• We look for at least three years of experience in a technical support or help desk capacity, ideally within an educational setting.
• We need a working understanding of Windows and macOS operating systems.
• We expect experience using remote desktop utilities, call management platforms, and help desk ticketing software.
• We prefer candidates with CompTIA A+, Microsoft Certified: Fundamentals, or a comparable certification.
• We value familiarity with common software applications, especially the Microsoft Office suite.
• We seek a solid grasp of networking basics, including Wi-Fi connectivity and foundational troubleshooting.
• We require strong verbal and written communication skills, with the ability to translate technical concepts for non-technical users.
• We need the ability to document service interactions, troubleshooting steps, and resolutions accurately.
• We prefer candidates who can sit for extended periods and occasionally move moderately heavy equipment.
• We require a candidate with reliable transportation for occasional travel to district locations.

Responsibilities:

• We serve as the first point of contact for technical support requests from district staff and students.
• We respond to incoming calls, help desk tickets, and remote support requests in a timely and courteous manner.
• We diagnose and resolve Level 1 and Level 1.5 issues through phone and remote support tools.
• We handle routine support needs such as password resets, account lockouts, basic software issues, and peripheral setup or connectivity problems.
• We determine when issues need to be escalated to Level 2 or other specialized support teams.
• We keep detailed records of requests, troubleshooting actions, and final resolutions in the help desk system.
• We provide clear guidance and basic training to help users resolve common technical problems independently.
• We assist with monitoring district-wide IT systems and notify the appropriate teams when concerns arise.
• We collaborate with other IT teams to exchange knowledge, resolve complex issues, and improve support workflows.
• We maintain a professional, customer-focused approach when supporting students, staff, and administrators.
• We work toward key performance measures and annual goals that improve service quality and support efficiency.
• We perform additional duties as assigned by our supervisor.

Technologies:

• Support
• macOS
• Windows
• Hardware
• Network

More

We are DTS, supporting a direct client in Detroit, MI, and we are hiring an experienced Helpdesk Analyst to join our Technology Divisions Client Services team. In this fast-paced, customer-focused environment, our Technical Client Service Specialist will support district staff and students while helping improve service delivery and support operations. We offer an excellent compensation package, and the role may include occasional travel to district sites for on-site assistance.

last updated 43 week of 2026