Hybrid IT Service Desk Analyst II — Windows & ITIL Support

Amerisure; Farmington Hills (MI); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Competitive base pay

Incentive pay

Health benefits

401(k) with profit sharing

Generous paid time off

Flexible work arrangements

Job summary

Amerisure in Farmington Hills, MI is seeking an IT Service Desk Analyst II to provide first- and second-line support, handle break-fix issues, and manage user provisioning. This hybrid role requires 3 days in the office and 2 days from home.

Qualifications include 2 years of IT experience, proficiency with Windows desktop OS, Office 365, and familiarity with ITIL. Strong problem-solving, organizational, and communication skills are essential as you collaborate with other IT teams and ensure

Qualifications

• 2 years of information technology experience, service desk preferred.
• Experience with Windows desktop OS, mobile OS, Microsoft Office Suite, and other IT systems.
• Familiar with ITIL processes and cloud computing concepts.

Responsibilities

• Provide first and second-level support by handling incoming queries and help requests per SLA.
• Troubleshoot and resolve break-fix issues related to hardware, software, and network systems.
• Escalate issues to the appropriate SME or management when necessary.
• Administer user provisioning and related access permissions.
• Document all calls and create detailed notes of problems users are experiencing.
• Collaborate with IT teams on complex issues and projects.
• Follow up with end-users to ensure resolution and satisfaction.
• Participate in maintenance and development of IT processes and procedures.

Skills

ITIL processes

Windows OS

Office 365

Remote desktop

Communication skills

Troubleshooting

Tools

Remote desktop tools

Job description

Amerisure in Farmington Hills, MI is seeking an IT Service Desk Analyst II to provide first- and second-line support, handle break-fix issues, and manage user provisioning. This hybrid role requires 3 days in the office and 2 days from home.

Qualifications include 2 years of IT experience, proficiency with Windows desktop OS, Office 365, and familiarity with ITIL. Strong problem-solving, organizational, and communication skills are essential as you collaborate with other IT teams and ensure