IT Service Desk Specialist – Strategic Support

Jackson; Lansing (MI); On-site; USD 40,000 - 65,000; Full time

Job summary

Jackson's Strategic Support Program (SSP) recruits a Strategic Support Associate to support the Service Desk operations. You will be the central contact between users and IT, handling incidents, requests, and communications to keep business operations smooth.

Role requires servicing a Monday–Friday window (7:00am–7:00pm EST) with opportunity to improve through knowledge sharing, documentation, and cross-team collaboration in a security-conscious environment.

Qualifications

• Exceptional customer service and communication.
• Willingness to learn and adapt in a fast-paced IT environment.
• Ability to work independently and in a team.
• Experience handling hardware, software, desktops and networks.

Responsibilities

• Receive, log, and manage incoming service requests and incidents via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, network issues and user access.
• Triage requests to Level 2/3 and escalate as needed.
• Maintain 85% occupancy to ensure high availability for calls.
• Update knowledge base articles and docs for common issues.
• Record details of support activities in the service management system.
• Generate reports on ticket trends and satisfaction when required.

Skills

Customer service

Willingness to learn

Communication skills

Teamwork

Fast-paced environment

Technical aptitude

Windows 10/11

Active Directory

Office 365

Mobile devices support

Education

Currently enrolled in IT/CS program

Internship experience in IT or Security preferred

Experience in IT support or computer networking preferred

1+ years experience with hardware, software, desktops and networks

Tools

Microsoft Office 365

Active Directory

Ticketing systems

Remote support tools

Job description

Jackson's Strategic Support Program (SSP) recruits a Strategic Support Associate to support the Service Desk operations. You will be the central contact between users and IT, handling incidents, requests, and communications to keep business operations smooth.

Role requires servicing a Monday–Friday window (7:00am–7:00pm EST) with opportunity to improve through knowledge sharing, documentation, and cross-team collaboration in a security-conscious environment.