Service Desk Analyst

Job Description An employer is looking for a Service Desk Analyst in the Detroit, MI area. You will be tasked with supporting tier one issues for the client's enterprise service desk. You will partner closely with end users via chat, email and phone to understand any technical issues they are experiencing and troubleshoot accordingly. Issues could include network connectivity, O365 issues, hardware problems, password resets, etc. You will partner with tier 2 teams as needed for escalations and field teams for any onsite related issues. You will utilize ServiceNow for ticketing and document each incident accordingly to provide necessary updates. Additional tasks will include updating knowledge-base articles, identify trends/ root cause analysis for persistent issues, and aid with process improvements when needed. Skills and Requirements 2-3+ years experience in service desk/ help desk rolesWell versed in Windows OS and MacOS troubleshootingStrong software/ hardware support experienceExperience with remote support tools- NinjaOne, TeamViewer, or equivalentExperience with ServiceNow for ticketing (Or other ITSM platforms)Basic networking support/ troubleshooting knowledgeStrong multi-tasking skills (Managing 15-20 tickets at a time)Veterinary practice software exposureOneLogin/ Okta/ Entra identify- platform experienceCitrixIT support certifications We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to View email address on click.appcast.io. #J-18808-Ljbffr