Escalation Help Desk Specialist — Windows, M365 & AD

Blue Chip Talent; Livonia (MI); On-site; USD 42,000 - 58,000; Full time

Job summary

Blue Chip Talent is seeking a Help Desk Specialist to resolve escalated technical issues and maintain efficient ticket workflows. You will troubleshoot Microsoft 365, Active Directory, Azure AD, and Windows 11, while guiding Level 1 staff and documenting incidents.

The role emphasizes strong diagnostic skills, collaboration with IT teams, and adherence to ITSM practices using ServiceNow or similar platforms. Michigan-based position with potential for remote or hybrid arrangements.

Qualifications

• 2–4 years of experience in help desk support.
• Experience troubleshooting Microsoft 365 and networking.
• Familiarity with ITSM ticketing systems and incident documentation.

Responsibilities

• Receive and resolve escalated tickets from Level 1 Help Desk agents.
• Investigate issues involving user access, Microsoft 365, connectivity, endpoints, and system configs.
• Monitor queues in ServiceNow or similar ITSM platforms.
• Troubleshoot Windows 11, Active Directory, Azure AD, and related infrastructure.
• Escalate unresolved incidents to Level 3 or specialized IT teams with findings.
• Maintain ticket documentation through the incident lifecycle.
• Support Level 1 staff with troubleshooting guidance and escalation assistance.

Skills

Help Desk experience

Microsoft 365

Active Directory

Azure AD

Windows 11

ITSM ServiceNow

Ticket management

Tools

ServiceNow

Job description

Blue Chip Talent is seeking a Help Desk Specialist to resolve escalated technical issues and maintain efficient ticket workflows. You will troubleshoot Microsoft 365, Active Directory, Azure AD, and Windows 11, while guiding Level 1 staff and documenting incidents.

The role emphasizes strong diagnostic skills, collaboration with IT teams, and adherence to ITSM practices using ServiceNow or similar platforms. Michigan-based position with potential for remote or hybrid arrangements.