Service Desk Analyst
About The Position
The Service Desk Analyst joins a fast-paced managed services provider (MSP) team supporting a diverse client base. The analyst serves as a key point of contact for client support requests, providing troubleshooting, technical support, and issue resolution across Microsoft technologies and varied business environments. The role supports user accounts and identity-related requests, monitors and prioritizes incidents, documents client environments and solutions, and collaborates with senior engineers on complex issues. The analyst also assists with system upgrades, deployments, and ongoing technology initiatives while delivering customer service and managing multiple client priorities. The position is described as a permanent, direct-hire role and is fully onsite. The posted schedule is Monday through Friday, 8:00 AM to 5:00 PM. The description lists Grand Rapids, Michigan, as the location, though later repeated job details also list Detroit, Michigan. The pay range is $55,000–$70,000 per year.
Requirements
- At least 2 years of experience working in a Managed Services Provider (MSP) environment.
- At least 2 years of experience in a Service Desk, Help Desk, or Technical Support role.
- Strong customer service and communication skills.
- Ability to work in a fast-paced environment while managing multiple priorities and client requests.
- Strong troubleshooting and problem-solving skills.
- Experience supporting end users in a professional IT environment.
Nice To Haves
- Experience with Microsoft Entra ID.
- Experience with Microsoft Azure.
- Experience with Active Directory.
- Experience with Windows Server Administration.
- Experience with ConnectWise or a similar ticketing platform.
- Familiarity with IT Service Management (ITSM) processes.
Responsibilities
- Serve as a primary technical resource for client support requests and service tickets.
- Troubleshoot and resolve issues involving Microsoft Entra ID, Active Directory, Windows Servers, and Azure environments.
- Monitor, triage, and prioritize incoming incidents through ConnectWise and ITSM platforms.
- Support user account administration, permissions management, and identity-related requests.
- Escalate and collaborate with senior engineers on complex technical issues.
- Perform root cause analysis and document resolutions.
- Maintain accurate documentation of client environments, procedures, and technical solutions.
- Deliver exceptional customer service while managing multiple client priorities.
- Assist with system upgrades, deployments, and ongoing technology initiatives.
Benefits
- 401(k) eligibility after 90 days, with a 100% company match up to 4% and immediate full vesting.
- Access to financial planning resources and advisors.
- Priority Health medical coverage with an employer-paid premium contribution.
- 100% employer-paid dental coverage.
- Three weeks of PTO upon hire.
- Up to $1,800 annually for continuing education and certification reimbursement.
- $75 monthly cell phone reimbursement.
- Annual performance and compensation reviews.
- Company fleet vehicles available for client-related travel.
- Regular team events, happy hours, and employee appreciation events.
- Fully stocked snacks, beverages, and premium coffee bar.
- Collaborative, team-oriented work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
