Service Desk Analyst

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

Service Desk Analyst (MSP)

Location: Grand Rapids, MI

Schedule: 100% Onsite | Monday-Friday | 8:00 AM-5:00 PM

Employment Type: Direct Hire

About The Company

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.

Position Overview

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.

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

Required Qualifications

• 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

Preferred Qualifications

• 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

Benefits & Perks

• 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

Why Join?

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.

Job Type & Location

This is a Permanent position based out of Grand Rapids, MI.

Pay And Benefits

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.

Application Deadline

This position is anticipated to close on Nov 9, 2026.

Workplace Type

This is a fully onsite position in Grand Rapids,MI.

San Francisco Fair Chance Ordinance

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.

Massachusetts Lie Detector

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.

Use of Artificial Intelligence (AI)

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.

Equal Opportunity Statement

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.

Equal Opportunity Statement

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.