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2 results for Help Desk Analyst in Holland, OH
- Romulus, MI
- onsite
- Permanent / Full Time
- 70000 - 80000 USD / Yearly
- <p>Our client is seeking an experienced IT Service Desk Manager to lead and elevate its IT support organization across multiple North American locations. This is a hands-on leadership opportunity for someone who enjoys building structure, improving processes, developing teams, and delivering exceptional customer service in a fast-paced, 24/7 operational environment.</p><p>The ideal candidate has experience implementing IT service management best practices, leading technical support teams, and driving continuous improvement through metrics, documentation, and operational excellence.</p><p><br></p><p>Key Responsibilities</p><ul><li>Lead and mentor the IT Service Desk team, establishing accountability, performance expectations, and a customer-first culture.</li><li>Manage daily service desk operations, staffing, scheduling, escalations, and support coverage for a 24/7 environment.</li><li>Implement and optimize ITSM processes, including incident, request, problem, and change management.</li><li>Administer and improve the organization's IT ticketing platform, workflows, SLAs, and reporting.</li><li>Develop and maintain knowledge base articles, SOPs, and technical documentation.</li><li>Track service desk KPIs and use reporting to identify trends and drive operational improvements.</li><li>Partner with IT and business stakeholders to resolve issues and improve the overall end-user experience.</li><li>Support multiple U.S. and Canadian locations with occasional travel as needed.</li></ul><p><br></p><p>Qualifications</p><ul><li>5+ years of IT Service Desk or Help Desk leadership experience.</li><li>Experience implementing or improving ITSM processes and ticketing platforms.</li><li>Proven success leading technical support teams and developing staff.</li><li>Strong organizational, communication, and customer service skills.</li><li>Working knowledge of Microsoft technologies, Active Directory, Microsoft 365, endpoint management, and networking fundamentals.</li><li>ITIL certification or equivalent experience is a plus.</li><li>Experience supporting manufacturing, logistics, distribution, or other 24/7 environments is preferred.</li></ul><p><br></p><p>Why This Opportunity?</p><p>This is an opportunity to make a meaningful impact by shaping the future of IT service delivery within a growing organization. You'll have the autonomy to improve processes, develop a high-performing team, and build a service desk that delivers outstanding support across multiple locations.</p><p><br></p>
- 2026-07-13T00:00:00Z
- Ypsilanti, MI
- onsite
- Temporary to Hire
- 25 - 30 USD / Hourly
- We are looking for an IT Desktop Technician to support daily technology needs for employees in Michigan. This contract opportunity is ideal for someone who enjoys resolving technical issues, assisting users in person and remotely, and helping maintain reliable desktop environments. The person in this role will contribute to end-user support, device deployment, and ongoing operational projects while delivering responsive and attentive service.<br><br>Responsibilities:<br>• Provide frontline technical support by responding to user inquiries, documenting issues in the ticketing system, and ensuring requests are tracked accurately from intake through resolution.<br>• Diagnose and resolve desktop, software, and connectivity problems involving Windows systems, Microsoft Office applications, network access, and internally used business tools.<br>• Set up and configure end-user equipment such as desktop computers, projectors, video conferencing devices, printers, and related peripherals to support day-to-day operations.<br>• Prepare and deploy workstation hardware for internal use, including imaging devices, maintaining system builds, and updating asset records.<br>• Support end-user learning by offering basic technical guidance and assisting with user education when new tools or processes are introduced.<br>• Participate in assigned project work, including device migration efforts to Intune and troubleshooting issues that arise during implementation.<br>• Perform repair and maintenance activities for PCs and printers to minimize downtime and keep equipment functioning properly.<br>• Follow established procedures and service expectations while responding promptly to tickets, requests, and user communications.<br>• Maintain an organized and safe work area and provide support outside standard business hours when evening or weekend coverage is needed.
- 2026-07-13T00:00:00Z