IT Support Desk Analyst

IT Support Desk Analyst Company: CFS Location: Grand Rapids, MI Salary: $55,000 - $68,000 Benefits: Competitive Healthcare, Retirement Plan w/ 3% match, 3 Weeks PTO, etc. Employment Type: Full-time Seniority Level: Mid‑Senior level Job Summary Deliver Tier 1 and Tier 2 technical assistance to a diverse client base, troubleshooting issues related to Windows OS, Microsoft 365, Active Directory, networking, while maintaining exceptional customer service and accurate documentation. Responsibilities Provide end‑user support for hardware, software, and network issues across multiple clients. Troubleshoot and resolve problems related to Windows desktops, servers, and virtual environments (VMware / Hyper‑V). Perform administration tasks in Microsoft 365 Admin Center, Entra ID, Azure AD, and Active Directory (user account management and permissions). Support and maintain desktop hardware, peripherals, and Windows OS environments. Assist with SharePoint administration and troubleshooting. Utilize ConnectWise RMM tools for monitoring and remote support. Maintain strong documentation practices using IT Glue. Escalate complex issues to senior engineers or specialized teams when necessary. Proactively identify and resolve potential issues using monitoring tools. Ensure compliance with organizational policies and security standards. Preferred Experience 2+ years experience in a Service Desk role (MSP experience preferred). Strong critical thinking, problem‑solving, and time‑management skills. Ability to work effectively under pressure and manage multiple priorities. Hands‑on experience with: Microsoft 365 Admin Center, Entra ID, Azure AD, Active Directory Windows OS troubleshooting and desktop support SharePoint administration VMware / Hyper‑V troubleshooting Networking fundamentals ConnectWise RMM Excellent documentation and communication skills. Bonus Experience Automation tools (ImmyBot, Rewst, ConnectWise Automate) Google Workspace administration Domain server setup with Active Directory Microsoft Intune Backup solutions (Datto) Security tools: SentinelOne (SOC services), Huntress (EDR, SIEM logging, ITDR), DNS filtering Cisco Meraki firewalls Privileged Access Management (AutoElevate) Vulnerability management (ConnectSecure) LionGard platformSIP/VoIP systems Email security solutions (Avanan – DLP) #J-18808-Ljbffr