IT Support Analyst

About the Role

This position supports Our Client by delivering front‑line technical assistance to employees and partners across the organization. Working in a hybrid environment, the analyst will be on‑site two days per week, collaborating with a dedicated IT team to ensure rapid resolution of incidents and smooth operation of workstations and software. The role is pivotal in maintaining productivity, providing excellent customer service, and contributing to ongoing technology and automation initiatives. Strong communication skills are essential to translate technical information into clear guidance for end users.

Key Responsibilities

• Log, categorize, and prioritize incoming IT service requests using the ticketing system.
• Perform initial diagnosis of hardware, software, and network issues and determine appropriate escalation paths.
• Install, configure, and maintain desktop operating systems, applications, and peripheral devices.
• Provide Tier 1 troubleshooting for Windows workstations, printers, and common business applications.
• Respond to technical phone calls, delivering clear, courteous, and effective support.
• Document resolutions, workarounds, and knowledge‑base articles to improve future incident handling.
• Assist with the rollout of technology and automation initiatives, ensuring end‑user readiness.
• Monitor service level agreements (SLAs) and follow up to guarantee timely issue resolution.
• Collaborate with senior IT staff on problem‑management and continuous‑improvement activities.

Required Skills & Experience

• 2‑3+ years of Tier 1 IT Help Desk experience supporting end users in a corporate environment.
• 2‑3+ years of experience in service administration, including ticket management and SLA adherence.
• 2‑3+ years of hands‑on IT troubleshooting for hardware, software, and peripheral devices.
• Associate’s degree in Information Technology or a related field (or equivalent practical experience).
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non‑technical audiences.
• Strong customer‑service orientation and ability to work effectively in a fast‑paced, hybrid setting.

Tools & Technologies

• Windows operating systems (Windows 10/11) for desktop support.
• Common business applications such as Microsoft Office Suite.
• Ticketing platforms (e.g., ServiceNow, Remedy) for incident tracking and resolution.
• Remote desktop tools (e.g., TeamViewer, Remote Desktop Connection) for off‑site assistance.
• Active Directory for user account management and authentication.
• Standard hardware troubleshooting tools (multimeter, cable testers, etc.).

Work Schedule & Duration

• One‑year contract with the possibility of extension, intended as a long‑term project.
• Hybrid work model: on‑site two days per week (no remote‑only option).
• On‑site location: Dimondale, Michigan; candidates must reside within 60 miles of Lansing.

Interview Process

The interview process consists of an in‑person interview conducted at Our Client’s Lansing office. Candidates will meet with the hiring manager and a technical panel to assess both technical aptitude and customer‑service skills.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States