Senior Service Desk Analyst — Windows & 365 Expert (Onsite)

TEKsystems; Lansing (MI); On-site; USD 34,000 - 41,000; Full time

Job summary

TEKsystems in Lansing, MI is seeking a Service Desk Analyst with 5+ years of IT support experience to provide high-quality technical assistance to employees across the organization.

The role covers troubleshooting hardware, software, identity, connectivity, and Microsoft 365 issues, while mentoring junior staff and creating knowledge articles. This is a contract to hire position based in Lansing with a pay range of $25.00–$30.00 per hour.

Qualifications

• 5+ years of experience providing Service Desk, Help Desk, Desktop Support, or similar end-user technology support.
• Strong troubleshooting experience with Windows and Microsoft 365 environments.
• Experience supporting laptops, desktops, mobile devices, printers, docking stations, monitors, and other end-user hardware.
• Working knowledge of Active Directory and/or Microsoft Entra ID, user accounts, groups, permissions, and authentication.
• Experience using an IT Service Management (ITSM) or ticketing platform.
• Solid understanding of networking fundamentals including Wi-Fi, TCP/IP, DNS, VPN, and basic connectivity troubleshooting.
• Ability to troubleshoot issues independently and know when escalation is appropriate.
• Excellent written and verbal communication skills.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical employees.
• Ability to prioritize multiple requests while maintaining strong follow-through and attention to detail.

Responsibilities

• Provide responsive, customer-focused technical support through phone, email, chat, remote support, and in-person interactions.
• Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Microsoft Teams, Outlook, OneDrive, SharePoint, printers, mobile devices, laptops, and related business technology.
• Support user accounts, password and authentication issues, access requests, and Microsoft Entra ID / Active Directory environments.
• Diagnose hardware, software, networking, VPN, connectivity, and peripheral issues.
• Take ownership of incidents and service requests from initial contact through resolution, keeping customers informed throughout the process.
• Manage and prioritize assigned tickets within established service levels and elevate issues when appropriate.

Skills

Help desk

Support

Troubleshooting

Office 365

Active Directory

Entra ID

Windows

Ticketing system

Customer Service

Intune

MFA

Azure Virtual Desktop

Citrix

VMware Horizon

PowerShell

Asset management

CompTIA A+

Tools

Microsoft Intune / Endpoint Manager

Job description

TEKsystems in Lansing, MI is seeking a Service Desk Analyst with 5+ years of IT support experience to provide high-quality technical assistance to employees across the organization.

The role covers troubleshooting hardware, software, identity, connectivity, and Microsoft 365 issues, while mentoring junior staff and creating knowledge articles. This is a contract to hire position based in Lansing with a pay range of $25.00–$30.00 per hour.