Service Desk Analyst

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

Description

SERVICE DESK ANALYST

Experienced technical support professional | 5+ years

POSITION SUMMARY

The Service Desk Analyst provides high-quality technical support to employees across the organization and serves as a key point of contact for day-to-day technology needs. This position troubleshoots and resolves hardware, software, application, identity, connectivity, and Microsoft 365 issues while delivering an exceptional customer experience.

With approximately five or more years of IT support experience, the Service Desk Analyst is expected to independently manage more complex support issues, take ownership through resolution, recognize recurring issues, contribute to knowledge documentation, and partner with other IT teams when escalation is required.

Key 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.
• Provide support for employee onboarding, offboarding, equipment provisioning, device replacement, and application access.
• Assist employees with using technology effectively, not simply fixing technical problems.
• Identify recurring issues and recommend opportunities to improve support processes or reduce future incidents.
• Create and maintain clear knowledge articles, troubleshooting guides, and end-user documentation.
• Work closely with infrastructure, security, applications, and other IT team members to resolve complex issues.
• Follow established cybersecurity practices related to account access, device security, phishing, data protection, and incident escalation.
• Participate in technology rollouts, upgrades, hardware refreshes, and other IT initiatives.
• Provide guidance and informal mentoring to less-experienced Service Desk team members when appropriate.

Qualifications Required

• 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.

Preferred

• Experience supporting employees in a distributed or multi-office environment.
• Experience with Microsoft Intune, endpoint management, device deployment, and software distribution.
• Familiarity with MFA, Conditional Access, and modern identity management.
• Experience with remote desktop or virtual desktop environments.
• Familiarity with ITIL practices, particularly incident, request, and problem management.
• Microsoft, CompTIA, or ITIL certification is a plus.
• Experience supporting construction, engineering, professional services, or other project-based organizations is beneficial.

Skills

Help desk, Support, Help desk support, Troubleshooting, Service desk, Office 365, active directory, Entra ID, windows, ticketing system, Customer Service, intune, mfa, azure virtual desktop, citrix, vmware horizon, powershell, asset management, comptia a+

Top Skills Details

Help desk,Support,Help desk support,Troubleshooting,Service desk,Office 365,active directory,Entra ID,windows,ticketing system,Customer Service

Additional Skills & Qualifications

• Microsoft Intune / Endpoint Manager
• MFA and Conditional Access administration
• Azure Virtual Desktop, Citrix, or VMware Horizon
• ITIL foundation or service management experience
• CompTIA A+, Network+, or Microsoft certifications
• Experience with device imaging and deployments
• PowerShell scripting basics
• Construction, engineering, or professional services industry experience
• Asset management and inventory tracking
• Experience supporting hybrid or remote work environments

Experience Level

Expert Level

Job Type & Location

This is a Contract to Hire position based out of Lansing, MI.

Pay and Benefits

The pay range for this position is $25.00 - $30.00/hr.

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.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on Nov 19, 2026.

Workplace Type

This is a fully onsite position in Lansing,MI.

About TEKsystems

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.

About TEKsystems and TEKsystems Global Services

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.

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.