Help Desk Analyst jobs in the United States

Job Description

This team member is the primary point of call intake for Michigan Legislative Service Bureau (LSB) employees to report computer hardware, software, peripheral, and telephone related issues/service requests. This position will be responsible for creating the initial ticket for the issue as well as the initial triage. As necessary, this person will escalate tickets to second and third level support team members. Work is performed in a team-oriented atmosphere in a moderately complex networked environment.

The LSB Information Services Division provides the Michigan Legislature with voice and data computer systems, including consolidated chamber automation, bill drafting tools, and maintenance and monitoring of the legislative network infrastructure.

Required Education and Experience

MINIMUM QUALIFICATIONS AND ABILITIES

• Proven experience and ability to troubleshoot issues in a Microsoft Windows environment required. Similar experience in a Mac environment preferred.
• Intermediate to advanced skills in Microsoft Word, Excel, Outlook, and PowerPoint.
• Previous help desk or call center experience preferred.
• Technical certification, such as CompTIA A , or comparable experience.
• Well versed in the use of OneDrive and Teams
• Associate degree in computer information systems, business or equivalent.
• Two years’ experience in customer service, computer support or equivalent.
• Excellent interpersonal and communication skills, with ability to maintain a positive professional work environment.
• Excellent organizational skills, with ability to research, analyze, and document complex business processes and technical solutions ensuring accurate and efficient problem resolution.
• Demonstrates proficiency in using remote desktop tools and remote troubleshooting techniques to resolve user issues efficiently.
• Experience with ticketing systems (e.g., ServiceNow, Genuity) and workflow management, ensuring proper documentation, tracking, and resolution of support requests

Additional Requirements and Information

Online applications only are being accepted through the State of Michigan’s NEOGOV job posting website at https://www.governmentjobs.com/careers/michigan.

Applicants must include the following three items as separate attachments in the online application for full consideration:

• Cover letter outlining interest and qualifications.
• Resume.
• A copy of college transcripts.