Technology Support Specialist

• Serve as first-tier support for technology issues related to Michigan 211 network shared platforms, including triage and resolution of tickets through Michigan 211’s ticketing system
• Monitor and maintain the ticketing system to ensure timely response, triage, and escalation when needed
• Manage user accounts and permissions across shared platforms
• Assist with onboarding and offboarding of users in coordination with the Technology Manager
• Provide reporting support for shared platforms in coordination with the Technology Manager to meet organizational needs
• Communicate system updates, changes, and best practices to the Michigan 211 network
• Support routine system checks and troubleshooting to maintain platform stability
• Document processes and maintain knowledge base articles for common issues
• Collaborate with the Technology Manager on technology projects and improvements
• Other technology support duties as assigned

• Associate degree in Information Technology or related field (or equivalent experience)
• Minimum one (1) year of experience in a technical support or help desk environment
• Familiarity with ticketing systems (Zendesk experience preferred)
• Familiarity with CRM technologies and VoIP/web‑based communication systems
• Strong problem‑solving skills and attention to detail
• Excellent communication skills for collaborating with internal teams and external partners
• Ability to manage multiple tasks and prioritize effectively
• Must be comfortable working in a primarily remote (virtual) environment
• Must be able to work a varied schedule Monday through Friday between the hours of 8am and 7pm
• Must be authorized to work in the USA for any company without sponsorship

• Knowledge of CRM or contact management systems
• Understanding data security and user access protocols
• Experience with API integrations and basic troubleshooting

paid time off and holidays