Service Desk Analyst

$41,600 - $41,600/Yr

Strategic Staffing Solutions - Rochester Hills, MI

Full-time - Entry Level

Remote - Rochester Hills, MI

Administrative and Support Services

About the position

The Service Desk Analyst position at Strategic Staffing Solutions involves providing technical support to customers for various technologies, including desktops, laptops, and medical devices. The role requires troubleshooting, diagnosing, and resolving technical issues while ensuring service excellence and security protocols are followed. This is a temporary position with the potential for conversion to a permanent role.

Responsibilities

• Provide technical support for desktops, laptops, virtual machines, and other devices.
• Safeguard the security of the organization by following established procedures.
• Perform in-depth troubleshooting and resolution of semi-complex technical issues.
• Guide and support Service Desk Associates and communicate with leadership.
• Test new technologies and support structures for integration.
• Identify and handle emerging issues by responding to trends in collaboration tools.
• Contribute to the growth and maintenance of the knowledgebase.
• Stay current with processes and procedures and respond to changes in the environment.
• Escalate system hardware, software, or build issues appropriately.
• Communicate clearly and professionally with end users and colleagues.

Requirements

• High School Diploma or equivalent required.
• Some college or 1-2 years of vocational technical training.
• Information Technology/Support industry certification required.
• 2 or more years of experience in Service Desk, Help Desk, or IT Support roles.
• At least 1 year of customer service experience.
• Experience with ServiceNow ITSM tool usage.
• Experience supporting Apple/Mac products and Windows OS.

Nice-to-haves

• Relevant Associate's degree or higher in Information Technology or related fields.
• Certification in IT Service Management (ITSM/ITIL/HDI).

Benefits

• W2 contract engagement
• Possibility to convert to hire
• Remote work options for local candidates