Service Desk Analyst
Listed on 2026-10-15
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
An employer is looking for a Service Desk Analyst in the Detroit, MI area. You will be tasked with supporting tier one issues for the client's enterprise service desk. You will partner closely with end users via chat, email and phone to understand any technical issues they are experiencing and troubleshoot accordingly. Issues could include network connectivity, O365 issues, hardware problems, password resets, etc.
You will partner with tier 2 teams as needed for escalations and field teams for any onsite related issues. You will utilize Service Now for ticketing and document each incident accordingly to provide necessary updates. Additional tasks will include updating knowledge-base articles, identify trends/ root cause analysis for persistent issues, and aid with process improvements when needed.
2-3+ years experience in service desk/ help desk roles
Well versed in Windows OS and MacOS troubleshooting
Strong software/ hardware support experience
Experience with remote support tools
- Ninja One, Team Viewer, or equivalent
Experience with Service Now for ticketing (Or other ITSM platforms)
Basic networking support/ troubleshooting knowledge
Strong multi-tasking skills (Managing 15-20 tickets at a time)
Veterinary practice software exposure
OneLogin/ Okta/ Entra identify- platform experience
CitrixIT support certifications
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
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