Service Desk Analyst

• Position
  Service Desk Analyst
• Location
  Oakland County, MI (on-site and remote)
• Duration
  Long Term Contract
• Work Schedule
  Available Monday to Friday, 8:00 a.m. - 4:30 p.m

Key Responsibilities

• Deliver prompt and effective front-line support for IT service requests.
• Document, troubleshoot, and resolve issues; escalate when necessary to ensure timely resolution.
• Coordinate with IT team members to assign and manage service requests efficiently.
• Take on additional Service Center duties as assigned.

Requirements

• Experience

• At least 3 years in IT support or a related field.

• Technical Knowledge

• Proficiency in ITIL processes (certification preferred), CA Service Desk, Microsoft Desktop OS, Microsoft Office Suite, and Adobe Acrobat.

• Work Arrangement

• On-site availability at the client’s location during the training period and two days per week thereafter, with remote work for three days per week.

• Preferred Skills

• Familiarity with ServiceNow is a plus, as the county plans to migrate to ServiceNow in 2025.