IT Service Desk Associate - Strategic Support

jackson; Lansing (MI); On-site; USD 25,000 - 39,000; Full time

Job summary

Jackson is seeking a Strategic Support Associate to join the Associate Technology Operations Service Desk. You will be the central contact for users, handling incidents, service requests, and communications to maintain smooth business operations.

Responsibilities include logging requests, diagnosing issues, and updating knowledge bases while maintaining security and strong interdepartmental relationships. You will work Monday–Friday within 7:00am–7:00pm EST.

Qualifications

• Enrolled in a 2- or 4-year IT, CS, or cybersecurity program.
• Internship or IT support experience preferred.
• Experience with desktops, laptops, printers, Windows 10/11, AD, Office 365.
• Able to communicate technical and non-technical issues clearly.

Responsibilities

• Receive, log, and manage incoming service requests and incidents.
• Diagnose and resolve hardware, software, network, and access issues.
• Triage requests to Level 2/3 and escalate as needed.
• Maintain occupancy rate and high availability for calls.
• Update knowledge base and documentation.
• Record details in service management system.
• Generate reports on ticket trends and satisfaction when required.

Skills

Exceptional customer service

Excellent communication

Independent worker

Fast-paced environment

Problem solving

Windows 10/11 knowledge

Active Directory

Office 365

Education

2- or 4-year IT program

Tools

Ticketing system

Job description

Jackson is seeking a Strategic Support Associate to join the Associate Technology Operations Service Desk. You will be the central contact for users, handling incidents, service requests, and communications to maintain smooth business operations.

Responsibilities include logging requests, diagnosing issues, and updating knowledge bases while maintaining security and strong interdepartmental relationships. You will work Monday–Friday within 7:00am–7:00pm EST.