Service Desk Analyst
TEKsystems
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Benefits offered by this job
Job summary
TEKsystems is seeking a Service Desk Analyst for an MSP team in Grand Rapids, MI. This onsite role supports a diverse client base, handling troubleshooting and ITSM ticketing with a focus on Microsoft technologies and Entra ID, AD, Azure, and Windows Server environments.
You will work closely with senior engineers, manage multiple priorities, and deliver strong customer service while documenting resolutions and participating in system upgrades and ongoing technology initiatives.
Qualifications
- Minimum 2 years of experience in a Managed Services Provider (MSP) environment.
- Minimum 2 years of experience in a Service Desk, Help Desk, or Technical Support role.
- Strong customer service and communication skills.
- Ability to work in a fast-paced environment while managing multiple priorities and client requests.
- Strong troubleshooting and problem-solving skills.
- Experience supporting end users in a professional IT environment.
Responsibilities
- Serve as a 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 incoming 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
Tools
Job description
Location: Grand Rapids, MI
Schedule: 100% Onsite | Monday-Friday | 8:00 AM-5:00 PM
Employment Type: Direct Hire
Our client is a growing Managed Services Provider (MSP) based in Grand Rapids, Michigan, delivering comprehensive IT and telecommunications solutions to businesses throughout the region. Their team of experienced engineers, infrastructure specialists, and technical consultants provides end-to-end support across cloud, server, network, and end-user environments.
This organization is committed to delivering exceptional customer service while fostering a collaborative culture focused on continuous learning, professional development, and technical excellence.
We are seeking a Service Desk Analyst to join a fast-paced MSP team supporting a diverse client base. This individual will serve as a key point of contact for client support requests, providing troubleshooting, technical support, and issue resolution across a variety of Microsoft technologies and business environments.
The ideal candidate will have prior MSP experience, strong customer service skills, and the ability to effectively manage multiple priorities while delivering a high level of support.
- Serve as a 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 incoming 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
- Minimum 2 years of experience working in a Managed Services Provider (MSP) environment
- Minimum 2 years of experience in a Service Desk, Help Desk, or Technical Support role
- Strong customer service and communication skills
- Ability to work in a fast-paced environment while managing multiple priorities and client requests
- Strong troubleshooting and problem-solving skills
- Experience supporting end users in a professional IT environment
- Experience with Microsoft Entra ID
- Experience with Microsoft Azure
- Experience with Active Directory
- Experience with Windows Server Administration
- Experience with ConnectWise or a similar ticketing platform
- Familiarity with IT Service Management (ITSM) processes
- 401(k) eligibility after 90 days
- 100% company match up to 4%
- Fully vested on day one
- Access to financial planning resources and advisors
- Priority Health medical coverage with employer-paid premium contribution
- 100% employer-paid dental coverage
- Three weeks of PTO upon hire
- Up to $1,800 annually for continuing education and certification reimbursement
- $75 monthly cell phone reimbursement
- Annual performance and compensation reviews
- Company fleet vehicles available for client-related travel
- Regular team events, happy hours, and employee appreciation events
- Fully stocked snacks, beverages, and premium coffee bar
- Fun, collaborative, and team-oriented work environment
This is an excellent opportunity for a Service Desk professional looking to grow their career in a collaborative MSP environment. You'll gain exposure to a wide range of technologies, work alongside experienced engineers, and play a key role in supporting businesses across multiple industries while continuing to expand your technical skillset.
This is a Permanent position based out of Grand Rapids, MI.
The pay range for this position is $55000.00 - $70000.00/yr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
This is a Permanent position based out of Detroit, MI.
This position is anticipated to close on Nov 9, 2026.
This is a fully onsite position in Detroit,MI.
This is a Permanent position based out of Detroit, MI.
The pay range for this position is $55000.00 - $70000.00/yr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
This position is anticipated to close on Nov 9, 2026.
This is a fully onsite position in Detroit,MI.
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.
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