IT Service Desk Specialist: Tier 1–2 Support & Escalation

City of Kalamazoo; Kalamazoo (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

The City of Kalamazoo is seeking a Service Desk Analyst to support day-to-day operations, assist with incident management, and provide technical support to end users. You will collaborate with IT staff, research new technologies, and contribute to process improvements to service delivery.

Responsibilities include tier 1 & 2 support, escalation handling, and maintaining thorough documentation. A strong customer service mindset and problem-solving skills are essential for success in this role.

Qualifications

• Bachelor’s degree in CS/IT or equivalent work experience.
• Proficient with Microsoft Office, Windows 10 and other MS apps in a Windows environment.
• Strong problem-solving skills and ability to work under pressure.
• Ability to research, design, and implement new technologies and processes.

Responsibilities

• Provide tier 1 & 2 Service Desk support.
• Respond to service calls and incident management.
• Document, track, and troubleshoot tickets to evaluate risk and SLA progress.
• Research new technologies and processes for the environment.
• Provide training and mentorship for team members.

Education

Bachelor’s Degree in Computer Science, Information Technology, or equivalent

Tools

Active Directory

Office 365

Exchange Server

Windows 10

Microsoft Office

Job description

The City of Kalamazoo is seeking a Service Desk Analyst to support day-to-day operations, assist with incident management, and provide technical support to end users. You will collaborate with IT staff, research new technologies, and contribute to process improvements to service delivery.

Responsibilities include tier 1 & 2 support, escalation handling, and maintaining thorough documentation. A strong customer service mindset and problem-solving skills are essential for success in this role.