Hybrid IT Service Desk Analyst II: Windows & Support

Amerisure Insurance Company; Farmington Hills (MI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive total rewards package

Hybrid work schedule

Health and welfare benefits

Job summary

Amerisure Mutual Insurance Company in Farmington Hills, MI is hiring an IT Service Desk Analyst II for a hybrid role (3 days in-office, 2 from home). You will provide first/second-level IT support, troubleshoot hardware/software, and manage user provisioning while documenting issues and collaborating with IT teams.

The role emphasizes customer service, problem solving, and strong communication across all organizational levels, with a focus on maintaining IT processes and delivering timely

Qualifications

• 2 years of information technology experience, service desk preferred.
• Experience with Windows desktop OS, mobile OS, Microsoft Office Suite, and other IT systems.
• Experience with remote desktop tools and software.
• Demonstrated ability to build positive relationships with team members and external stakeholders.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Excellent problem solving, critical thinking and decision-making skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Experience with ITIL processes.
• Familiar with cloud computing concepts.

Responsibilities

• Provide first and second-level support by handling incoming queries and help requests from both internal and external customers per service level standards.
• Troubleshoot and resolve break-fix issues related to hardware, software, and network systems.
• Escalate issues to the appropriate subject matter expert and or management when necessary.
• Administer user provisioning and related access permissions.
• Document all calls and create detailed notes of the problems users are experiencing.
• Use service management knowledge base and other knowledge sources to generate solutions and resolve user problems.
• Collaborate with other IT teams on complex issues and projects.
• Follow up with end-users to ensure resolution and satisfaction.
• Participate in the maintenance and development of IT processes and procedures.

Skills

IT experience

Windows OS

Mobile OS

Microsoft Office

Remote desktop tools

ITIL processes

Cloud computing

Communication

Organizational skills

Problem solving

Interpersonal skills

Stakeholder management

Job description

Amerisure Mutual Insurance Company in Farmington Hills, MI is hiring an IT Service Desk Analyst II for a hybrid role (3 days in-office, 2 from home). You will provide first/second-level IT support, troubleshoot hardware/software, and manage user provisioning while documenting issues and collaborating with IT teams.

The role emphasizes customer service, problem solving, and strong communication across all organizational levels, with a focus on maintaining IT processes and delivering timely