Helpdesk Technician – Tier 1 Development Program

Smart Ass Nerds, LLC offers a structured, in-person Tier 1 Helpdesk Technician development program at its Livonia, Michigan office. This multi-phase path combines lab work, live ticket support, and progressive exposure to Tier 2/Tier 3 and related technical roles.

Role Overview

As a Tier 1 trainee, you will develop practical help desk capabilities through hands-on training and supervised support activities. The program is designed to prepare you to handle real user requests, troubleshoot core systems, and support client deployments while progressing toward broader engineering responsibilities.

On-Site Location and Employment Type

• Location: Livonia, MI (onsite)
• Work location: In person
• Job type: Part time
• Commute requirement: Must be able to commute to the Livonia, Michigan office (Livonia, MI 48152)

Hours and Schedule

• Expected hours: 24.0 to 32.0 hours/week
• Part-time schedule: 20 to 35 hours/week
• Shift: Day shift (required)
• Weekend coverage: First-shift with weekend coverage as needed; potential second shift coverage starting 2027
• After-hours: Some after-hours or weekend work may be required based on needs and development plans

Pay

• Hourly rate: USD 15.50 to 19.00 per hour

Responsibilities

• Provide remote and in-person technology support via phone, chat, and remote tools
• Support and troubleshoot PCs, servers, networks, VoIP, cameras, printers, and access control
• Deploy hardware and software at client sites
• Communicate professionally with end users, including follow-ups
• Lift up to 50 lbs. for installation and equipment moves
• Research issues, document solutions, and work independently
• Build and test systems in the lab before client deployments
• Create and update documentation for users and internal teams
• Take live tickets via phone, chat, and remote tools
• Troubleshoot PCs, servers, printers, VoIP, and cameras
• Shadow senior engineers and participate in weekly learning labs
• Assist with on-site deployments, including configuring switches, APs, and VoIP
• Work with Hyper-V for virtualization and build full environments in the lab
• Learn cabling, fiber, and racking basics
• Support Help Desk / Support Engineering and Systems Engineering learning tracks, including project and field work
• Participate in special projects such as VoIP, security, and access control
• Develop ticketing and documentation understanding as part of daily support practice
• Perform PC imaging, setup, configuration, and repair
• Build networking fundamentals using real gear
• Complete introductory training for Microsoft 365, Active Directory, and user management
• Use lab simulations to prepare for live support

Training Phases

• Phase 1 (Weeks 1–4): Foundations
  • Understanding ticketing & documentation
  • PC imaging, setup, configuration, repair
  • Networking fundamentals using real gear
  • Intro to Microsoft 365, Active Directory & user management
  • Lab simulations to prep for live support
• Phase 2 (Months 1–6): Real-World Service Desk
  • Take live tickets via phone, chat, and remote tools
  • Troubleshoot PCs, servers, printers, VoIP, cameras
  • Shadow senior engineers; weekly learning labs
  • Certification cost reimbursed after you pass
• Phase 3 (Months 1–3): Engineering & Field Work
  • On-site deployments; configure switches, APs, VoIP
  • Virtualization: Hyper-V
  • Build full environments in our lab
  • Learn cabling, fiber, racking basics
• Phase 4 (Months 1–6): Specialization & Career Pathing
  • Help Desk / Support Engineering
  • Systems Engineering
  • Project & Field Work
  • Special Projects (VoIP, security, access control)

Required Qualifications

• Minimum experience: 1 year
• Eager to learn and take on challenges
• Great communication and customer service skills
• Able to follow directions and work independently
• Reliable transportation with regular on-time attendance
• Willingness to work weekends/holidays when needed
• Ability to pass technical certifications as needed
• Desire for long-term career growth
• Education: High school diploma/GED (or high school senior with 3.2+ GPA; juniors considered with online/co-op coursework)
• Must have held a job, volunteer role, or enrolled in education within the past 6 months
• Background and credit check required
• U.S. Citizenship required (government client work)
• Be working towards an IT certification or related degree
• 1 to 2 years of tech support and other related IT experience
• Basic PC hardware/software skills, including Microsoft Office 365
• Microsoft 365 experience: Administration
• Ability to troubleshoot a variety of issues remotely and in person
• Networking basics understanding: CAT6/7, TCP/IP, DNS, DHCP, 802.11 standards, fiber, switches, etc.
• No visa sponsorship provided
• No relocation assistance; however, when staffing or Florida office, a relocation plan may be offered when advancing to full time support or engineering roles
• English (required)
• Day Shift (required)
• 25% (required) willingness to travel

Technologies

• Microsoft 365
• Active Directory
• Hyper-V
• Microsoft Office 365
• VoIP
• CAT6/7
• TCP/IP
• DNS
• DHCP
• 802.11
• Fiber
• Switches
• CCTV

Benefits

• Employee discount
• Flexible schedule

Bonus Skills (Not Required)

• Active Directory or Azure AD; Microsoft/Office 365 Security Center
• Virtualization (Hyper-V, VMware, etc.)
• macOS, Linux, Adobe, POS systems
• Smartphone/tablet configuration; MDM / Intune
• HIPAA or medical tech familiarity
• Hosting/server management (VPS, web)
• MSP, VoIP, fiber or structured cabling experience
• Cisco, Juniper, or Arista experience
• VoIP, CCTV, access control

Disqualifications

• Higher than a bachelor’s degree (overqualified for this role)
• Non U.S. citizen
• Only looking for remote work
• Unable to regularly come into the office
• Criminal convictions and/or poor financial management (credit report)
• Not having a valid driver’s license
• More than 2 points on driver’s license, DUI/OWI, and other serious driving violations

Application Question

• Do you possess U.S. Citizenship (required due to regulations)?