Night-Shift Senior Service Desk Analyst

Coretek; Farmington Hills, Northern (MI, KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Coretek is seeking a highly motivated Senior Service Desk Analyst to join the Service Desk Team. The role focuses on advanced technical support, mentoring junior analysts, and ensuring IT services run smoothly for internal employees and external clients.

The candidate will handle escalated incidents, provide first-call resolution where possible, and contribute to the knowledge base while supporting multiple clients in a medium-to-large operational environment.

Qualifications

• 3–4 years of experience working at a Service Desk in a medium-to-large operational environment.
• Advanced understanding of Windows and macOS operating systems.
• Proficient knowledge of Active Directory tools and processes.
• Basic knowledge of networking fundamentals.
• MS900 or AZ900 certifications are preferred; ITIL v4 Foundations certification is required.

Responsibilities

• Provide advanced Service Desk support for client IT incidents and requests (e.g., M365/O365, Citrix, Azure).
• Research, resolve, and respond to complex incidents via phone, email, and tickets following SOPs.

Skills

Experience

Customer service

Mentoring

Education

ITIL v4 Foundations

MS 900 / AZ 900 (preferred)

Tools

Active Directory

Windows

macOS

Azure (basic)

Networking basics

Job description

Coretek is seeking a highly motivated Senior Service Desk Analyst to join the Service Desk Team. The role focuses on advanced technical support, mentoring junior analysts, and ensuring IT services run smoothly for internal employees and external clients.

The candidate will handle escalated incidents, provide first-call resolution where possible, and contribute to the knowledge base while supporting multiple clients in a medium-to-large operational environment.