Help Desk Analyst I — Frontline IT Support

Wayne State University; Detroit (MI); On-site; USD 35,000 - 58,000; Full time

Job summary

Wayne State University in Detroit, MI is seeking a Help Desk Analyst I at its campus location. You will monitor events, triage incidents, and provide timely resolutions for faculty, staff, and students, documenting actions in the ITSM system.

As an entry-level role, you will troubleshoot desktops, tablets, and mobile devices, develop knowledge base content, and collaborate with campus IT teams to improve service quality and customer experiences.

Qualifications

• Knowledge of ITIL Foundations best practices.
• Experience with ITSM systems and ticketing.
• Proficiency in desktop, tablet, and mobile troubleshooting.
• Strong communication and customer service skills.
• Ability to document incidents and resolutions.
• Familiarity with enterprise systems and networking basics.
• Willingness to work in a fast-paced support environment.

Responsibilities

• Monitor events, incidents, and service requests.
• Triages requests between customers and IT departments.
• Document resolutions and update knowledge bases.
• Stay updated with emerging technologies.
• Diagnose and repair end-user device issues.
• Provide day-to-day Help Desk operations.
• Assist in improving Help Desk performance.
• Participate in Help Desk outreach activities.

Skills

Customer service

Troubleshooting

Communication

IT knowledge

Desktops & mobility

Tools

ITSM software

Ticketing system

Job description

Wayne State University in Detroit, MI is seeking a Help Desk Analyst I at its campus location. You will monitor events, triage incidents, and provide timely resolutions for faculty, staff, and students, documenting actions in the ITSM system.

As an entry-level role, you will troubleshoot desktops, tablets, and mobile devices, develop knowledge base content, and collaborate with campus IT teams to improve service quality and customer experiences.