Service Desk & IT Support Specialist (Tier 1–2)

City of Kalamazoo, MI; Kalamazoo (MI); On-site; USD 42,000 - 62,000; Full time

Job summary

The City of Kalamazoo is seeking a Service Desk Analyst to support the day-to-day IT operations and assist with multiple projects. The role involves incident management, end-user support, and documentation updates to improve processes.

You will work closely with IT staff to research new technologies and ensure service levels are met. Candidates should have a Bachelor's degree in a relevant field and strong Microsoft product knowledge.

Qualifications

• Bachelor’s degree in CS, IT, or equivalent experience.
• Strong Microsoft Office and Windows 10 knowledge.
• Experience with Active Directory, Exchange, and Office 365 preferred.

Responsibilities

• Support current and future City IT environment.
• Develop optimizations and ensure compliance.
• Document updates for systems, change management, incidents.
• Troubleshoot complex issues; escalate as needed.
• Track and diagnose tickets; assess risks and SLA progress.
• Provide training and mentorship to team members.
• Deliver top-tier customer service to all users.
• Provide 1st and 2nd line Service Desk support.
• Perform other IT duties as assigned.

Skills

Customer service

Problem solving

Research new technologies

Communication

Education

Bachelor's degree in Computer Science, Information Technology, or equivalent

Tools

Active Directory

Microsoft Exchange Server

Office 365

Microsoft Office

Windows 10

Job description

The City of Kalamazoo is seeking a Service Desk Analyst to support the day-to-day IT operations and assist with multiple projects. The role involves incident management, end-user support, and documentation updates to improve processes.

You will work closely with IT staff to research new technologies and ensure service levels are met. Candidates should have a Bachelor's degree in a relevant field and strong Microsoft product knowledge.