Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a Help Desk/Desktop Support Analyst to provide frontline technical assistance for customers and end users in East Lansing, Michigan. This role focuses on diagnosing routine connectivity, device, and service issues while delivering clear, detail-oriented support across a range of technologies. The ideal candidate is organized, customer-focused, and comfortable documenting work thoroughly to ensure seamless follow-up and resolution.

Responsibilities:
• Provide first-level support for common technical problems affecting routers, optical network terminals, set-top equipment, wireless connections, and consumer smart devices.
• Follow established diagnostic processes and support resources to identify causes, restore service, and guide users through practical solutions.
• Route more advanced or persistent incidents to higher-level support teams, ensuring each escalation includes a complete summary of findings and actions already performed.
• Create and maintain detailed service tickets by recording issue type, status updates, troubleshooting activity, and final outcomes in the tracking system.
• Capture customer interactions accurately to support continuity of service and enable efficient handoffs between support teams.
• Update account information during activations, service modifications, and other support-related requests while maintaining accurate records.
• Assist users with Microsoft Windows environments and desktop-related issues as part of day-to-day help desk operations.• Experience supporting users in a help desk, desktop support, or service desk environment.
• Working knowledge of Microsoft Windows, including Windows 10, and common desktop support practices.
• Familiarity with Active Directory for basic user account and access-related tasks.
• Ability to troubleshoot routine hardware, software, connectivity, and end-user device issues in a structured manner.
• Experience working with ticketing systems and maintaining accurate service documentation.
• Strong written and verbal communication skills with the ability to explain technical steps clearly to users.
• Ability to prioritize multiple support requests and escalate issues appropriately when needed.