Service Desk Analyst (L1 & L2) Full Time

URGENT HIRING: Service Desk Analyst (Level I & II)

Location: Grand Rapids, MI (Fully Onsite)

Job Type: Full-Time, Direct Hire

Interviewing Today | Start This Week

Compensation Rate:

Level I: 18–18–20 USD per hour

Level II: $23 USD per hour

Critical Requirements (Most Important):

✅ ServiceNow ticketing system experience

✅ Active Directory (AD) – user account management, password resets, group policies

✅ Laptop/PC troubleshooting – hardware and software

✅ Basic network (TCP/IP, DNS, DHCP, connectivity) & basic server knowledge

➕ Azure Virtual Desktop (AVD) – required for Level 2; a plus for Level 1

Overview

Under direct supervision, the IT Support Analyst delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.

This is an urgent hire – interviews conducted today, with start date possible next week.

Responsibilities

• Facilitate IT support incident response/resolution and service request fulfillment services by engaging clients onsite and via multiple communication channels, managing client expectations as the primary point of contact.
• Troubleshoot laptops, PCs, and peripherals to resolution or escalate to appropriate teams or vendors when necessary.
• Document all reported issues, troubleshooting steps and resolutions in ServiceNow ticketing system.
• Provide feedback, additions and updates to the knowledge base where applicable.
• Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
• Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
• Properly evaluate, troubleshoot, escalate, and document issues.
• Complete work in a timely and accurate manner while providing exceptional customer service.
• Stay current on the latest technologies, trends and strategies in use by the company.
• For Level 2 candidates: Support end users on Azure Virtual Desktop (AVD) and VDI environments.
• Other duties as assigned.

Job Requirements

• Must be authorized to work in the United States
• Level 1: 1+ year of customer service or entry-level IT support experience. Fresh graduates with strong technical aptitude encouraged to apply.
• Level 2: 2+ years of desktop support or service desk experience required.
• ✅ ServiceNow experience required – creating, updating, and resolving tickets
• ✅ Active Directory (AD) experience required – user creation, group management, password resets, OU navigation
• ✅ Laptop/PC troubleshooting experience required – hardware replacement, driver issues, OS reinstallation, software conflicts
• ✅ Basic networking knowledge required – TCP/IP, DNS, DHCP, basic switch/router troubleshooting
• ✅ Basic server knowledge required – file/print servers, understanding of server roles, basic health checks
• ➕ Azure Virtual Desktop (AVD) experience – required for Level 2; considered a strong plus for Level 1
• Excellent command of English (written and verbal) is a prerequisite for this role
• Demonstrates ability to communicate across all levels of the organization, clearly articulating technical ideas to a non-technical audience, both verbally and in writing is required
• Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary
• Ability to work both independently and within a team
• Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential
• In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential
• Fully onsite commitment – this is not a hybrid or remote role

Educational Requirements:

• Bachelor’s degree/diploma in Computer Science, Information Technology or equivalent, OR equivalent work experience
• ITIL knowledge is a plus