We are looking for a Help Desk/Desktop Support Analyst to support end users in Battle Creek, Michigan within a mission-driven non-profit environment. This Long-term Contract position focuses on delivering dependable desktop and technical assistance, resolving day-to-day Microsoft Windows issues, and ensuring a positive support experience. The ideal candidate is comfortable handling service desk requests, troubleshooting workstation problems, and supporting user account access with accuracy and professionalism.
Responsibilities:
- Provide front-line technical support for desktop, laptop, and basic system issues reported by end users.
- Troubleshoot Microsoft Windows 10 and related workstation problems to restore productivity as quickly as possible.
- Manage service desk ticket queues by documenting issues, prioritizing requests, and following through to resolution.
- Support user account administration tasks within Active Directory, including access updates and basic account maintenance.
- Diagnose common hardware, software, and connectivity concerns using a practical and methodical approach.
- Communicate clearly with employees to gather issue details, explain solutions, and set expectations on next steps.
- Escalate more complex incidents when needed while maintaining accurate records of actions taken and current status.
- Hands-on experience providing help desk or desktop support in a structured work environment.
- Working knowledge of Active Directory for basic user and account support tasks.
- Proficiency with Microsoft Windows 10 and general Microsoft Windows troubleshooting.
- Ability to perform basic troubleshooting for hardware, software, and end-user access issues.
- Experience handling and updating service desk tickets in an organized manner.
- Strong communication skills with a customer-focused approach to technical support.
- Ability to manage multiple requests while maintaining attention to detail and timely follow-up.