MSP Service Desk Analyst - Onsite Tech Support

TEKsystems; Grand Rapids (MI); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

401(k) match after 90 days

Medical coverage

Dental coverage

Paid time off

Continuing education reimbursement

Cell phone reimbursement

Job summary

TEKsystems in Grand Rapids, MI is seeking a Service Desk Analyst to join a fast-paced MSP team on a 100% onsite schedule. You will troubleshoot and resolve issues across Microsoft Entra ID, Active Directory, Windows Server, and Azure for a diverse client base.

The role emphasizes strong customer service, multitasking, and collaboration with senior engineers on complex problems. Onsite work and direct-hire employment are required.

Qualifications

• Minimum 2 years in MSP environment.
• Minimum 2 years in Service Desk/Help Desk/Technical Support.
• Excellent customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as primary technical resource for client support requests and service tickets.
• Troubleshoot and resolve issues involving Microsoft Entra ID, Active Directory, Windows Servers, and Azure environments.
• Monitor, triage, and prioritize incidents through ConnectWise and ITSM platforms.
• Support user account administration, permissions management, and identity-related requests.
• Escalate and collaborate with senior engineers on complex technical issues.
• Perform root cause analysis and document resolutions.
• Maintain accurate documentation of client environments, procedures, and technical solutions.
• Deliver exceptional customer service while managing multiple client priorities.
• Assist with system upgrades, deployments, and ongoing technology initiatives.

Skills

MSP experience

Service Desk

Customer service

Troubleshooting

End user support

Multi-tasking

Tools

ConnectWise

ITSM

Job description

TEKsystems in Grand Rapids, MI is seeking a Service Desk Analyst to join a fast-paced MSP team on a 100% onsite schedule. You will troubleshoot and resolve issues across Microsoft Entra ID, Active Directory, Windows Server, and Azure for a diverse client base.

The role emphasizes strong customer service, multitasking, and collaboration with senior engineers on complex problems. Onsite work and direct-hire employment are required.