Help Desk/Desktop Support Analyst

Description

We are looking for a skilled Help Desk/Desktop Support Analyst to join a Long-term Contract assignment in Ann Arbor, Michigan. This position will act as a key point of contact for day-to-day IT support while handling more complex desktop, cloud, network, and operational technology issues. The role is well suited for someone who enjoys improving support processes, maintaining reliable service delivery, and assisting users in a fast-paced manufacturing environment.

Responsibilities:
Lead daily service desk activities by monitoring ticket flow, prioritizing issues, coordinating escalations, and preparing regular operational updates.
Maintain and enhance the ticketing environment by refining workflows, updating request forms, improving automation, and strengthening reporting capabilities.
Resolve advanced end-user issues involving Windows systems, Microsoft 365 applications, identity management, endpoint configuration, and device provisioning tools.
Provide technical assistance for production-related technology, including manufacturing workstations, barcode equipment, scanners, floor terminals, and employee timekeeping devices.
Administer user lifecycle tasks such as account setup, access changes, separation processing, permissions management, and endpoint protection support.
Assist with network and connectivity support across firewalls, switching, wireless access, secure remote access, and web filtering tools.
Develop and maintain clear technical procedures, support articles, and asset tracking practices to improve consistency and knowledge sharing.
Partner with internal stakeholders and external service providers to strengthen support operations and raise overall service quality.

Requirements

At least 3 years of hands-on IT support experience in a desktop support, service desk, or similar technical support role.
Proven ability to troubleshoot and resolve Tier 2 hardware, software, and user access issues in Windows-based environments.
Experience working with service management or ticketing platforms such as Freshservice, ServiceNow, Jira Service Management, Zendesk, or related tools.
Working knowledge of Microsoft technologies including Microsoft 365, Entra ID, Exchange Online, Intune, and Autopilot.
Familiarity with Active Directory, Windows 10, Microsoft Windows support, and service desk ticket handling.
Understanding of network infrastructure concepts, including firewalls, switches, wireless networking, VPN connectivity, and content filtering.
Strong documentation skills with the ability to improve processes, create support materials, and maintain accurate technical records.
Comfortable supporting users and systems in manufacturing, warehouse, or other industrial settings.

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