Service Desk Analyst
TEKsystems
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Job summary
TEKsystems is seeking a Service Desk Analyst in Lansing, MI to deliver high-quality IT support across the organization. You will troubleshoot Windows 11, Microsoft 365, Teams, Outlook, and related tools while delivering an exceptional customer experience.
The role requires 5+ years of IT support experience, end-to-end incident ownership, onboarding/device provisioning, and collaboration with IT teams. This is a fully onsite, contract-to-hire position 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 escalated 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.
Skills
Tools
Job description
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.
- 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 escalated 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.
- 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.
- 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.
- Help desk
- Support
- Help desk support
- Troubleshooting
- Service desk
- Office 365
- active directory
- Entra ID
- windows
- ticketing system
- Customer Service
- intunemfa
- azure virtual desktop
- citrix
- vmware horizon
- powershell
- asset management
- comptia a+
- Help desk
- Support
- Help desk support
- Troubleshooting
- Service desk
- Office 365
- active directory
- Entra ID
- windows
- ticketing system
- Customer Service
- 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
Expert Level
This is a Contract to Hire position based out of Lansing, MI.
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)
This is a Contract to Hire position based out of Lansing, MI.
This position is anticipated to close on Nov 19, 2026.
This is a fully onsite position in Lansing,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.
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.
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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