Help Desk/Desktop Support Analyst
Job Description
Job Description
We are looking for a Help Desk/Desktop Support Analyst to provide dependable frontline technical assistance for customers experiencing connectivity, device, and service-related issues. This role supports a wide range of equipment and end-user technologies, ensuring problems are assessed efficiently and resolved with a high standard of service. Based in East Lansing, Michigan, the position requires strong troubleshooting discipline, accurate documentation, and timely escalation when advanced support is needed.
Responsibilities:• Diagnose and resolve routine technical problems involving routers, optical network terminals, set-top equipment, wireless networks, and access points.
• Assist users with issues affecting connected home and consumer technology, including smart televisions, streaming hardware, and internet-enabled devices.
• Follow established support workflows, knowledge articles, and diagnostic tools to address common incidents in a consistent manner.
• Escalate more advanced or persistent problems to higher-level support teams, providing thorough notes on findings and actions already completed.
• Create, classify, and maintain service tickets with accurate status updates throughout the support process.
• Record customer communications, troubleshooting activity, and final resolutions to support service continuity and future follow-up.
• Keep account information current while processing activations, service modifications, and other support-related updates.• Experience working with service desk or help desk ticketing systems in a structured support environment.
• Working knowledge of Microsoft Windows, including Windows 10, in a desktop support or technical assistance capacity.
• Familiarity with Active Directory and basic user or account support tasks.
• Solid foundational troubleshooting skills with the ability to follow defined technical support procedures.
• Strong written documentation skills for capturing issue details, actions taken, and resolution outcomes.
• Ability to organize workload effectively, manage multiple support requests, and maintain accuracy under pressure.
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