Strategic Support Associate, Service Desk

Jackson•Lansing, MI

4d•Onsite

About The Position

The Service Desk SSA will be a member of Jackson's Associate Technology Operations Service Desk team. They will act as the central point of contact between users and the IT organization. The associate's primary purpose is to ensure that incidents, service requests, and communications are managed efficiently to maintain smooth business operations. This position will support day-to-day IT Operations functions and continuously improve the program while maintaining security and strong relationships with internal departments. The Service Desk operates Monday – Friday 7:00am- 7:00pm EST.

Requirements

Exceptional customer service skills.
Demonstrate a willingness to learn.
Excellent communication and interpersonal skills.
Ability to work independently as well as in a team environment.
Ability to work in a fast-paced environment.
Ability to effectively communicate technical and non-technical issues both verbally and in writing.
Positive, flexible, and self-motivated attitude.
Detail-oriented with excellent follow-up skills.
Excellent organizational skills with the ability to manage time and multiple priorities.
Strong analytical and problem-solving skills.
Ability to understand new materials quickly and apply new information, concepts, and procedures in a constructive manner.
Knowledge of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 10/11, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android).
Demonstrated proficiency in using the Microsoft Office suite of applications including Microsoft Project, Visio, PowerPoint, Word, Outlook, and Excel.
1+ years broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and networks required.
Experience supporting a wide variety of hardware and software platforms, including: Desktops, laptops, printers, peripherals, Windows 10/11, Mac OS, Active Directory, Office 365 and mobile devices (iPhone/iPad, Android) required.

Nice To Haves

Enrolled in a 2 or 4 year program focused on information technology, computer science, or cybersecurity preferred.
Internship experience in IT or Security strongly preferred.
Experience in IT support or computer networking strongly preferred.

Responsibilities

Receive, log, and manage incoming service requests and incidents via phone, email, or ticketing system.
Diagnose and resolve technical issues related to hardware, software, network connectivity, and user access.
Triage service requests and incidents to Level 2 and Level 3 support teams and escalate as needed.
Maintain an 85% occupancy rate to ensure high availability for incoming calls.
Provide courteous, professional, and timely support to all users.
Communicate clearly and effectively, ensuring users are informed of issue status and resolution steps.
Maintain a positive and service-oriented attitude in all interactions.
Update knowledge base articles and contribute to documentation for common issues and solutions.
Record detailed information on all support activities in the service management system.
Generate reports on ticket trends, resolution times, and user satisfaction when required.
Follow established IT policies, procedures, and operating level agreements (OLAs).
Participate in continuous improvement initiatives to enhance service quality and efficiency.
Ensure compliance with security and confidentiality standards.
Work closely with other IT teams to resolve issues and improve service delivery.
Stay current with new technologies, tools, and best practices relevant to the role.
Participate in training sessions and team meetings to maintain technical proficiency.
Leverage internal AI-driven platforms to enhance Service Desk capabilities to reduce call volume.
Performs other duties and/or projects as assigned.