Help Desk Lead Analyst - IT Support Leader

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

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.