Help Desk Lead Analyst

Sylvania; Portage (MI); On-site; USD 54,000 - 74,000; Full time

Job summary

Kalamazoo Regional Educational Service Agency (KRESA) in Portage, Michigan, seeks a Help Desk Lead Analyst to support schools and the Service Center. This 12‑month position involves ticket triage, remote assistance, and evolving SOPs.

Candidates typically have an associate degree or 3+ years of related experience; CompTIA A+ and MS-900 are preferred. Salary ranges from $53,995.68 to $73,581.12 annually, with comprehensive benefits.

Qualifications

• Associate degree or 3+ years related experience or equivalent.
• Certifications preferred: CompTIA A+ and MS-900 Microsoft 365 Fundamentals.
• Ability to communicate effectively, work in a team, and troubleshoot technical issues.

Responsibilities

• Provide remote technology assistance to end users with a variety of issues.
• Monitor and triage helpdesk tickets; escalate when needed.
• Answer incoming support calls professionally.
• Lead level support for Technology Support Specialist.
• Develop and communicate SOPs for the helpdesk and staff.

Skills

Communication

Teamwork

Computer skills

Problem solving

Documentation

Decision making

Confidentiality

Adaptability

Safety awareness

Education

Associate degree or equivalent experience

Tools

CompTIA A+

MS-900 Microsoft 365 Fundamentals

Job description

The Kalamazoo Regional Educational Service Agency (KRESA)is a critical part of Michigan’s education system serving the Greater Kalamazoo region and provides specialized services to schoolsand communitiesand optimizes resources by centralizing innovative programs and services. We partnerwith schooldistrictsand the broader community to offer essential programs including early childhood education, special education,career learning, andeducatordevelopment, ensuring that learners of all ages receive the support they need.

We arecurrentlyseekinga Help Desk Lead Analyst at the KRESA Service Center in Portage, Michigan.

Essential Duties and Responsibilities:

• Align services with KRESA Core Values (Collaboration, Innovation, Compassion, Respect, and Integrity) and Culture & Belonging principles to engage and serve all students
• Provide remote technology assistance to end users with a variety of issues ranging from login and application issues to computer/network hardware, peripheral and audio-visual problems
• Regularly monitor the incoming ticket queue and proactively respond to tickets that can be resolved at the helpdesk. Route the remaining tickets to the appropriate support staff
• Answer incoming support phone calls in a friendly and professional manner
• Continually improve the first call resolution rate using root cause analysis then proposing needed improvements to supervisor
• Provide triage and walk-in support at the KRESA Service Center
• Serve as a back-up to KRESA technicians at the Service Center for emergency and time-sensitive issues
• Update tickets promptly as assistance is provided
• Ensure tickets are evaluated properly before escalation to the corresponding support team
• Provide lead level support for Technology Support Specialist
• Communicate system outages, alerts, status updates, tips and general updates to KRESA and partner districts
• Develop and communicate standard operating procedures (SOPs) for use by the helpdesk and support staff
• Create and modify support documentation and screencasts
• Commit to continuing technical and professional development through goals established between candidate and supervisor
• Other duties as assigned
• Maintain consistent attendance, presence and availability during assigned shift
• Must have knowledge of and comply with the policies and procedures contained in the Kalamazoo RESA handbook

Qualified candidates will have an associate’s degree; or three years related experience and/or training; or equivalent combination of education and experience.

Certifications

CompTIA A+ Certification; MS-900 Microsoft 365 Fundamentals preferred

Other Skill & Abilities:

Align services with KRESA Core Values (Collaboration, Innovation, Compassion, Respect, and Integrity) and Culture & Belonging principles to engage and serve all students

Ability to communicate effectively including listening.

Works in a team-oriented fashion.

Ability to efficiently use computer and applicable software.

Ability to problem solve as well as read, analyze and interpret data.

Ability to write reports, correspondence and documentation.

Displays willingness to support and make decisions with sound judgment in timely manner.

Maintains confidentiality.

Adapts to frequent changes in the work environment.

Practices safe work habits.

Uses equipment and material properly.

This is a 12-month calendar position in job grade 15T with an annual pay rate between $53,995.68 and $73,581.12.

KRESA employees enjoy a comprehensive benefit offering thatincludeshealth insurance, paid time off, retirement benefits through Michigan’s Office of Retirement Services,tuition reimbursement,student loanforgivenessand wellness incentives – all within asupportive and caringculture centered around ourvalues ofcollaboration, innovation, compassion, integrity, and respect.

A Great Place to Live and Work

Kalamazoo was recently recognized as great placeto live in the 2024 50 Best Places to Live roundup by Money.com. Kalamazoo was noted for its abundant family-friendly activities and appreciation for artisan-crafted goods, as well as the Kalamazoo Promise, a scholarship for each Kalamazoo Public School resident graduate that provides up to 100% tuition for post-secondary education.

Notice of Non-discrimination:It is the policy of Kalamazoo Regional Educational Service Agency that no discriminating practices based on race, color, national origin, sex (including sexual orientation or sexual identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic information, or any other legally protected category be allowed during any program, activity, service or in employment. The following position at Kalamazoo RESA has beendesignatedto handle inquiriesregardingthe nondiscrimination policy:Assistant Superintendentof Human Resources. Contact information: 269-250-9200, 1819 E. Milham Ave, Portage, MI 49002.

Auxiliary aids and services are available upon request to individuals with disabilities.