Service Desk Analyst

The Service Desk Analyst will report directly to the Technology Support Service Team Lead and will be responsible for providing an excellent level of service to internal customers who request technical assistance. The individual selected for this position will provide technical support by phone, email, and or through face‑to‑face interactions by receiving, prioritizing, documenting and actively resolving end user technical help requests.

The employee in this role may also repair devices; and may set up and deploy new technology solutions.

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end‑user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure an incident has been adequately resolved.
• Contribute to technician knowledgebase as needed.
• Reinforce SLAs to manage end‑user expectations.
• Provide suggestions for continual improvement.
• Assist with deployment of refresh and new technology.
• Accountable for 90%+ customer satisfaction on resolving trouble tickets.
• Work closely with team leadership, immediate team and cross‑department peers, and vendors to optimize technology for our internal customers.

• ITIL, A+ or Network+ certifications preferred.
• 1–2 years of experience in a technology customer support and or technology help desk environment.
• Ability to explain technical concepts to non‑technical personnel.
• Experience with client operating systems and related hardware preferred, with Apple experience being a plus.
• Basic knowledge of wired and wireless network connectivity.
• Strong verbal and written communication skills.
• Ongoing interest in technology solutions, and desire to stay current with the ever‑evolving landscape.

This is an in‑person position at our NHA Service Center located at 3850 Broadmoor Ave., Grand Rapids, MI.

National Heritage Academies is an equal‑opportunity employer.

• Job Identification 64580
• Job Category SC Individual Contributors Non‑exempt
• Job Schedule Full time
• Locations 3850 Broadmoor Ave SE, Grand Rapids, MI, 49512, US