Job Description
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We are seeking a hands-on Help Desk Analyst to work on Level 1 and 2 support for the local IT support operations in Ann Arbor, Michigan. This individual will directly help with the local facility, while also collaborating closely with the companies Service Desk personnel located in other global locations. The role requires someone who is highly organized, customer-focused, and able to balance day-to-day technical support responsibilities.
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About the Role
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Key Responsibilities
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- Handle and close tickets (Level 1 and Level 2 support)
- Provide friendly, professional walk-up support for employees
- Deploy and configure PCs (Dell and HP; ~300 annually, with some outsourced)
- Support conference room technology and Microsoft Teams troubleshooting
- Maintain organized storage areas and network closets
- Help in the support of remote employees and other company offices
- Report on ticket activity and service desk metrics
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Qualifications
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- 2 to 5+ years of Service Desk or IT Support experience
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Required Skills
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- Strong customer service and communication skills
- Knowledge of Windows, Active Directory, Intune, and Microsoft 365 troubleshooting
- Familiarity with ticketing platforms like ServiceNow
- Ability to triage issues, escalate appropriately, and follow through until resolution
- Self-starter comfortable with limited day-to-day direction
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