Senior Service Desk Analyst - Night-Shift IT Support Lead

Coretek Services; Farmington Hills (MI); On-site; USD 65,000 - 85,000; Full time

Job summary

Coretek Services is seeking a Senior Service Desk Analyst to join the Service Desk Team. You will deliver advanced technical support, mentor junior analysts, and ensure IT services run efficiently across client environments.

Responsibilities include troubleshooting M365/O365, Citrix, Windows/macOS endpoints, and Azure-related incidents, while maintaining SLA targets and contributing to knowledge management. Evening shift 7 p.m. – 7 a.m. on alternating weeks, supporting multiple clients.

Qualifications

• 3–4 years of Service Desk experience in a multi-client environment.
• Advanced knowledge of Windows and macOS operating systems.
• Active Directory tools and processes understanding.
• Networking fundamentals and certification options (Network+, A+, or Security+).
• ITIL v4 Foundations certification is required.
• MS900 or AZ900 certifications are preferred.

Responsibilities

• Provide advanced Service Desk support for client IT incidents and requests (M365/O365, Citrix, hardware, and software).
• Research, resolve, and respond to complex incidents via phone, email, and tickets following SOPs.
• Serve as escalation point for junior analysts and monitor incident lifecycles.
• Log calls, track SLA adherence, and coordinate with technical teams for resolution.
• Communicate status updates to clients and document knowledge base articles.
• Assist with cross-training of Service Desk team members as needed.

Skills

Service Desk experience

Active Directory

Windows

macOS

Microsoft 365 / O365

Citrix

Networking basics

Education

ITIL v4 Foundations certification

MS900 / AZ900 certifications preferred

Job description

Coretek Services is seeking a Senior Service Desk Analyst to join the Service Desk Team. You will deliver advanced technical support, mentor junior analysts, and ensure IT services run efficiently across client environments.

Responsibilities include troubleshooting M365/O365, Citrix, Windows/macOS endpoints, and Azure-related incidents, while maintaining SLA targets and contributing to knowledge management. Evening shift 7 p.m. – 7 a.m. on alternating weeks, supporting multiple clients.