Job Description
Job DescriptionWe are looking for an experienced Help Desk/Desktop Support Analyst to support daily technical operations for end users in Taylor, Michigan. This role focuses on delivering responsive desktop support, managing service requests effectively, and maintaining reliable workstation and printer performance across the environment. The ideal candidate brings strong troubleshooting ability, a customer-focused approach, and hands-on experience supporting Windows-based systems and enterprise ticket queues.
Responsibilities:
• Support the rollout and day-to-day use of an IT ticketing platform, ensuring requests are entered accurately and tracked from intake through closure.
• Review incoming incidents and service requests, assign appropriate priority levels, and route issues based on urgency and business impact.
• Resolve common technical problems during the initial user contact whenever possible, while forwarding more complex matters to advanced support teams when necessary.
• Keep users informed with timely updates, clear status communication, and appropriate follow-up throughout the support process.
• Monitor and organize the service queue to maintain response commitments and drive prompt issue resolution.
• Install, configure, and troubleshoot network-connected printers and Zebra label printers used in operational settings.
• Administer print queues and drivers, and address output or connectivity issues affecting shared printing services.
• Diagnose and correct label formatting or template problems within Bartender and related production software.
• Prepare, image, deploy, and refresh desktop and laptop systems, including operating system updates, patching, and standard configuration tasks.
• Investigate and resolve Windows operating system issues, application errors, peripheral problems, and basic hardware faults for end users.• 5+ years of experience in help desk, desktop support, or similar end-user IT support roles.
• Hands-on experience with Microsoft Windows environments, including Windows 10 support and troubleshooting.
• Working knowledge of Active Directory for common user and account support tasks.
• Demonstrated ability to diagnose and resolve basic hardware, software, and peripheral issues.
• Experience managing service desk tickets, including logging, categorization, prioritization, and follow-up.
• Familiarity with printer support, including network printers, print drivers, and label printing devices.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.