Help Desk Analyst

The Help Desk Analyst role supports State of Michigan employees and partners by receiving, documenting, and resolving IT requests. The position includes initial troubleshooting, escalation decision-making, ticket tracking, and technical assistance for technology and automation implementations.

Job Overview

As part of the IT support team, you will log and track requests from clients, investigate support issues, and work to restore client operations promptly. You will also provide technical assistance through phone and email support channels and ensure case handling aligns with established timeframes and response standards.

Key Responsibilities

• Provide IT support to State of Michigan employees and partners by logging and tracking client requests.
• Investigate, evaluate, and resolve reported support issues and incoming requests.
• Assist with the implementation of technology and automation initiatives by providing technical assistance.
• Log, categorize, and prioritize incidents.
• Perform initial diagnosis and determine whether escalation is necessary, including functional or hierarchical escalation when appropriate.
• Investigate and diagnose issues in accordance with internal policies and procedures.
• Apply resolutions and/or workarounds to restore client operation as quickly as possible.
• Answer technical phone lines and respond to calls and emails to meet identified response standards.
• Record requests submitted via the Hot Seat phone or via email into the ticketing system.
• Monitor open cases to resolution within established timeframes and escalate to the appropriate parties when needed.
• Maintain acceptable performance levels for metrics such as After Call Work, Adherence to Schedule, Availability, and Service Level Agreements.
• Provide technical support and problem resolution for identified technical problem types using established procedures, guidelines, and resources.
• Document request and resolution details in the Remedy system following established guidelines and procedures.
• Follow up on cases involving the hardware maintenance vendor.
• Install and maintain software.
• Troubleshoot during the implementation and use of workstations and associated software and hardware.
• Attend meetings and training sessions related to policy, procedures, applications, hardware, and software as required.

Required Qualifications

• 2-3+ years of previous Tier 1 IT Helpdesk experience.
• 2-3+ years of previous Service Administration experience.
• 2-3+ years of IT Troubleshooting experience.
• Associate’s degree (IT related).
• IT Certifications: A+, CISCO Routing, Security +, SANS*.
• Previous IT-related first responder experience (using Motorola).
• Prior military experience in the radio field.
• Tier 1 IT Helpdesk: 3 years (preferred).
• Service Administration: 3 years (preferred).
• IT Troubleshooting: 3 years (preferred).

Technology & Tools

• Remedy
• Motorola
• A+
• CISCO Routing
• Security +
• SANS

Contract Details

• Job type: Contract
• Pay: $18.00 - $20.00 per hour
• Location: Dimondale, MI (hybrid remote)
• Work location zip: 48821