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Remote Help Desk Jobs in Michigan (NOW HIRING)

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How much do remote help desk jobs pay per hour?

As of Sep 5, 2026, the average hourly pay for remote help desk in Michigan is $20.18, according to ZipRecruiter salary data. Most workers in this role earn between $16.78 and $22.64 per hour, depending on experience, location, and employer.

What is a remote help desk?

Remote Help Desk jobs involve providing technical support and assistance to users over the phone, chat, or email from a remote location. Professionals in this role help resolve hardware, software, and network issues, often using remote access tools to diagnose and fix problems. They serve as the first point of contact for customers or employees needing IT support. Remote Help Desk technicians must possess strong communication skills and a solid understanding of computer systems, software, and troubleshooting techniques.

What are the key skills and qualifications needed to thrive as a remote help desk professional?

To thrive as a Remote Help Desk professional, you need strong technical troubleshooting abilities, knowledge of common operating systems, and typically a background in IT or related certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator. Familiarity with remote desktop tools, ticketing systems like Zendesk or ServiceNow, and communication platforms is essential. Exceptional customer service, patience, and clear verbal and written communication skills make someone stand out in this role. These skills are crucial for efficiently resolving user issues, ensuring customer satisfaction, and maintaining smooth IT operations from a remote setting.

What are some common challenges faced by remote help desk professionals and how can they be managed?

Remote Help Desk professionals often encounter challenges such as troubleshooting issues without physical access to devices, managing communication across different time zones, and maintaining high levels of customer satisfaction. To address these, it's important to develop strong problem-solving skills, utilize remote support tools effectively, and establish clear communication channels with both users and team members. Proactively documenting solutions and staying updated on the latest software and security protocols can also help manage these challenges and ensure efficient support.

What is the difference between Remote Help Desk vs Remote Technical Support Specialist?

AspectRemote Help DeskRemote Technical Support Specialist
CredentialsCompTIA A+, Microsoft Certified, or similarCompTIA A+, Network+, Microsoft certifications
Work EnvironmentCustomer service-focused, troubleshooting hardware/software issuesTechnical problem-solving, advanced diagnostics
Employer & IndustryIT service providers, corporate IT departmentsIT support firms, software companies, tech vendors
Search & Comparison IntentDifferences, roles, responsibilitiesSkills, certifications, job duties

Remote Help Desk and Remote Technical Support Specialist roles both involve assisting users remotely with technical issues. The Help Desk typically handles basic troubleshooting and customer service, while the Technical Support Specialist deals with more complex technical problems. Both require similar certifications and work environments, but the Technical Support role often involves deeper technical knowledge and diagnostics.

What are the most commonly searched types of Help Desk jobs in Michigan?

The most popular types of Help Desk jobs in Michigan are:

What are popular job titles related to Remote Help Desk jobs in Michigan?

For Remote Help Desk jobs in Michigan, the most frequently searched job titles are:

What job categories do people searching Remote Help Desk jobs in Michigan look for?

The top searched job categories for Remote Help Desk jobs in Michigan are:

What cities in Michigan are hiring for Remote Help Desk jobs?

Cities in Michigan with the most Remote Help Desk job openings:

Remote Help Desk jobs near you
Infographic showing various Remote Help Desk job openings in Michigan as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution, with an average salary of $41,971 per year, or $20.2 per hour.

Dedicated Support Analyst I

LayerCake Technologies

Dearborn Heights, MI • Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 24 days ago

Job description

Description

Dedicated Support Analyst I

Company: LayerCake
Location: Remote


About the Role

LayerCake is seeking a Dedicated Support Analyst I to provide day-to-day technical support as part of a dedicated client engagement. In this role, you will serve as an embedded resource, supporting a specific client or client group and acting as a direct representative of LayerCake within their environment. 

This position requires strong relationship awareness, reliability, and the ability to resolve routine technical issues while building trust with end users and stakeholders.


Key Responsibilities


Ticket Resolution & Service Delivery
  • Resolve assigned service tickets using established runbooks, knowledge base articles, and client-specific documentation. 
  • Handle common Level 1 issues, including password resets, account management, workstation troubleshooting, printer support, and standard application support. 
  • Escalate issues beyond current capability with clear documentation and context. 
Client Relationship & Communication
  • Build rapport with client end users and IT stakeholders. 
  • Provide clear, proactive updates throughout the ticket lifecycle. 
  • Maintain a professional, responsive, and reliable presence. 
Operational Discipline
  • Maintain accurate time entries for all tickets. 
  • Follow ticket handling standards and client-specific procedures. 
  • Adhere to assigned schedules and ensure availability during coverage windows. 
  • Participate in on-call rotation as scheduled. 
Culture & Values
  • Uphold LayerCake's core values in all interactions with clients and internal teams. 

Expectations & Performance Metrics

  • Utilization = 85% 
  • CSAT = 95% positive 
  • Response SLA = 98% 
  • Resolution Plan SLA = 95% 
  • First Time Resolution: Improving trend 
  • Ticket Reopen Rate = 8% 
  • Scheduled Ticket On-Time Performance = 98% 
  • Time Entry Accuracy = 95% 

Work Environment & Availability

  • Work environment is dedicated onsite at the client's office. 
  • Must maintain a professional workspace with reliable high-speed internet. 
  • Shifts are assigned based on regional coverage needs and may include staggered hours. 
  • Must remain logged in and actively working tickets during assigned shifts. 
  • Participation in on-call rotation is required. 
  • Travel is not a primary function of this role. 

Qualifications


Required
  • 0-1 years of experience in IT support, help desk, or technical customer service. 
  • Basic understanding of Windows and macOS operating systems, cloud productivity platforms, and business applications. 
  • Strong written and verbal communication skills. 
  • Professional demeanor in client interactions. 
  • Willingness to learn and adapt to client-specific environments. 
Preferred
  • CompTIA A+ or equivalent certification. 
  • Experience with ticketing or PSA platforms. 
  • Familiarity with RMM tools and remote support utilities. 
  • Experience in an MSP or managed services environment. 
  • Prior experience in a client-embedded or onsite support role. 

Compliance & Certifications

  • Familiarity with compliance frameworks such as CJIS Security Awareness and CMMC. 
  • Willingness to obtain and maintain required certifications based on client needs. 

Physical Requirements

  • Ability to handle equipment and use hands for technical tasks. 
  • Ability to talk, hear, read, write, and interpret documents. 
  • Ability to occasionally lift up to 25 pounds (with or without reasonable accommodation). 

Why Join LayerCake? 

LayerCake, a Blue Alliance company, is a trusted managed services provider (MSP) supporting manufacturing, logistics, and municipal organizations with critical IT operations. Since 2008, we've helped clients make smart, high-impact technology investments, backed by consistent, expert support from teams they know and trust. Our pod-based staffing model ensures clients receive reliable service from people who understand their environment. It's a personalized approach that delivers long-term value and measurable outcomes. We've always believed small businesses deserve enterprise-level solutions, and that belief starts with our team. We hire for passion and cultural fit, then invest in growth. As a fully remote company from the start, we've built a strong, connected culture where people support each other, stay accountable, and thrive together. 


Benefits:

  • 9 paid holidays; 6 mandated holidays, 3 floating holidays
  • 401K Retirement with matching contributions
  • Excellent medical, vision, and dental insurance
  • Life insurance and disability insurance
  • Unlimited weeks PTO
  • Eligible for PTO, 401k, benefits, you are a full-time employee

Top Reasons our Employees Love Being Part of the Blue Alliance Family: 

  1. Entrepreneurial Culture 
  2. Fast-paced Flow, with a Variety of Projects 
  3. Collaborative Work Environment 
  4. Training & Certifications  
  5. Career Growth Opportunities 

Ready for the next step?  

The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above.  

Please be advised we, LayerCake, participate in E-Verify. 

Apply