IT Support Desk Analyst

CFS; Grand Rapids (MI); On-site; USD 55,000 - 68,000; Full time

Benefits offered by this job

Competitive Healthcare

Retirement Plan w/ 3% match

3 Weeks PTO

Job summary

A technology service provider in Grand Rapids, MI is seeking an IT Support Desk Analyst to deliver Tier 1 and Tier 2 technical assistance. The role involves troubleshooting issues related to Windows OS, Microsoft 365, and networking while providing exceptional customer service. The ideal candidate will have at least 2 years of experience in a Service Desk role and strong problem-solving skills. This full-time position offers a salary range between $55,000 and $68,000, along with competitive benefits including healthcare and a retirement plan.

Qualifications

• 2+ years experience in a Service Desk role, preferably with MSP.
• Ability to manage multiple priorities under pressure.
• Hands-on experience with networking and desktop support.

Responsibilities

• Deliver Tier 1 and Tier 2 technical assistance to clients.
• Troubleshoot issues related to Windows desktops and servers.
• Utilize ConnectWise RMM tools for monitoring and remote support.
• Ensure compliance with organizational policies and security standards.

Skills

Microsoft 365 Admin Center

Windows OS troubleshooting

Critical thinking

Problem-solving

Time-management

Documentation

SharePoint administration

Networking fundamentals

Tools

ConnectWise RMM

VMware

Hyper-V

Google Workspace

Microsoft Intune

Job description

IT Support Desk Analyst

Company: CFS

Location: Grand Rapids, MI

Salary: $55,000 - $68,000

Benefits: Competitive Healthcare, Retirement Plan w/ 3% match, 3 Weeks PTO, etc.

Employment Type: Full-time

Seniority Level: Mid‑Senior level

Job Summary

Deliver Tier 1 and Tier 2 technical assistance to a diverse client base, troubleshooting issues related to Windows OS, Microsoft 365, Active Directory, networking, while maintaining exceptional customer service and accurate documentation.

Responsibilities

• Provide end‑user support for hardware, software, and network issues across multiple clients.
• Troubleshoot and resolve problems related to Windows desktops, servers, and virtual environments (VMware / Hyper‑V).
• Perform administration tasks in Microsoft 365 Admin Center, Entra ID, Azure AD, and Active Directory (user account management and permissions).
• Support and maintain desktop hardware, peripherals, and Windows OS environments.
• Assist with SharePoint administration and troubleshooting.
• Utilize ConnectWise RMM tools for monitoring and remote support.
• Maintain strong documentation practices using IT Glue.
• Escalate complex issues to senior engineers or specialized teams when necessary.
• Proactively identify and resolve potential issues using monitoring tools.
• Ensure compliance with organizational policies and security standards.

Preferred Experience

• 2+ years experience in a Service Desk role (MSP experience preferred).
• Strong critical thinking, problem‑solving, and time‑management skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Hands‑on experience with:
  • Microsoft 365 Admin Center, Entra ID, Azure AD, Active Directory
  • Windows OS troubleshooting and desktop support
  • SharePoint administration
  • VMware / Hyper‑V troubleshooting
  • Networking fundamentals
  • ConnectWise RMM
• Excellent documentation and communication skills.

Bonus Experience

• Automation tools (ImmyBot, Rewst, ConnectWise Automate)
• Google Workspace administration
• Domain server setup with Active Directory
• Microsoft Intune
• Backup solutions (Datto)
• Security tools: SentinelOne (SOC services), Huntress (EDR, SIEM logging, ITDR), DNS filtering
• Cisco Meraki firewalls
• Privileged Access Management (AutoElevate)
• Vulnerability management (ConnectSecure)
• LionGard platformSIP/VoIP systems
• Email security solutions (Avanan – DLP)