Help Desk

Care Solution is hiring an onsite Technical Client Service Specialist (Help Desk) in Detroit, MI. This role is the first line of support for district staff and students, helping resolve everyday technology issues through phone and remote assistance while keeping requests organized and ready for escalation when needed. If you enjoy troubleshooting, clear communication, and supporting a school community, this position offers a direct, service-focused path to impact.

What you’ll do

• Handle incoming phone calls, helpdesk tickets, and remote support requests from district staff and students with timely, courteous service.
• Use phone and remote tools to diagnose and resolve Level 1/1.5 issues efficiently, including password resets, account lockouts, basic software troubleshooting, and hardware peripheral setup and connectivity.
• Work to resolve Level 1/1.5 IT support requests quickly or escalate to the right team when the issue is more complex.
• Accurately document problems, troubleshooting steps, and resolutions in the helpdesk system.
• Escalate more complex cases to Level 2 or other specialized support teams to ensure smooth handoff and clear communication.
• Provide clear, concise instructions to users and help them address common issues independently when possible.
• Support district-wide IT by assisting with monitoring and alerting appropriate teams when issues are detected.
• Collaborate with other IT teams to share knowledge, troubleshoot complex problems, and contribute to improvements to support processes.
• Maintain a high standard of professionalism and customer service with students, staff, and administrators.
• Meet key performance metrics and annual objectives focused on improving service efficiency, customer engagement, and support operations.
• Perform other duties assigned by the supervisor.

Minimum qualifications

• Bachelor’s degree in information technology, Business Administration, or a related discipline.
• 3+ years of experience in a technical support or help desk role, preferably in an educational environment.
• Basic knowledge of Windows and macOS operating systems.
• Familiarity with common software applications, with preference for Microsoft Office Suite.
• Understanding of network fundamentals, including Wi-Fi connectivity and basic troubleshooting.
• Experience using remote desktop tools, call management, and helpdesk software.
• Strong verbal and written communication skills to explain technical concepts to non-technical users.
• Ability to accurately document support activity in the helpdesk system.
• Ability to sit for extended periods while working on a computer.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.

Preferred certifications

• CompTIA A+ and Microsoft Certified: Fundamentals (or equivalent certifications).

Tools and technologies

• Windows, macOS
• Microsoft Office Suite
• Remote desktop tools
• Helpdesk software
• CompTIA A+, Microsoft Certified: Fundamentals

Pay and work location

• $23.00 - $26.00 per hour
• Onsite in Detroit, MI (Detroit, MI 48217 required)