IT Help Desk Agent Share by Email Share on LinkedIn Share on X (http://www.x.com/intent/post?url=https%3A%2F%2Fcareers.learningcaregroup.com%2Fsearch%2Fjobdetails%2Fx%2F4f212e85-0725-4ef6-b2c3-c99058aa764b%3Futm\_campaign%3Dss\_tw) Share on Facebook Apply (https://ejql.fa.us6.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/194085/apply/email) + Brand: Learning Care Group, Inc. + Location: 21333 Haggerty Rd Novi, MI Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what you're looking for: + You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more. + You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off. + You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program. + You want recognition. We provide a positive, fun workplace where employees are appreciated. The IT Help Desk Agent will provide first and second level support for all software, hardware, and telecom issues for the schools and Support Central; serving as the primary technical point of contact. Essential Functions: + Maintain availability to provide first and service level support on all enterprise systems platforms; including but not limited to phone and ticket support. + Investigate appropriate areas of potential problem and determine resolution; test and implement solutions. + Evaluate areas to improve team efficiency by ensuring call and ticket procedures are being followed; collaborate with technical coordinators on team ticket status to ensure timely resolutions. + Accurately log all calls and requests into the Help Desk system either opening a new ticket or updating an existing ticket immediately upon ending the call. + Update customers and tickets daily and resolve tickets as per the SLA guidelines of the ticket. + Ability to determine ticket priority based on standard operating procedure or input from the management + Maintain confidentiality with regard to the information being processed, stored, or accessed by the end-users on the network. + Assist with ticket processing, escalated calls, and VIP support. Supervisory Responsibilities: None. Minimum Job Qualifications: + High School Diploma or equivalent required. + At least 1 year of multi-tiered support experience preferred. Other Skills and Abilities Qualifications: + Excellent customer service skills with both internal and external customers. + Capable of working with frequent interruptions and changing priorities. + Effective communication skills, written, verbal and interpersonal. + Proficient time management, organizational skills, and ability to meet established deadlines. + Familiar with all Microsoft Office applications and Windows environment. + Basic to intermediate PC and peripheral hardware troubleshooting skills + Comfortability performing troubleshooting on local area and wireless network. + Familiarity with telecom related environments. Compensation and Benefits: + Compensation based on position, education and experience. Bi-weekly paid. + $23-25 hourly rate. + This position is also eligible for our Support Central bonus program which is based on annual achievement of company performance. + Health and Wellness Benefits + Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection. + Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company. + Employee perks/discounts + Education assistance including tuition reimbursement + Childcare discount available to all employees + Corporate partner Discounts + This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act. + Applications accepted through 2/26/25. Learning Care Group is an equal opportunity employer and will not discriminate against an employee or applicant based on race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status or any other protected status under federal, state, or local law.