Help Desk Lead Analyst

The Kalamazoo Regional Educational Service Agency (KRESA) is a critical part of Michigan’s education system serving the Greater Kalamazoo region and provides specialized services to schools and communities and optimizes resources by centralizing innovative programs and services. We partner with schooldistrictsand the broader community to offer essential programs including early childhood education, special education,career learning, andeducatordevelopment, ensuring that learners of all ages receive the support they need.

We arecurrentlyseekinga Help Desk Lead Analyst at the KRESA Service Center in Portage, Michigan.

• Align services with KRESA Core Values (Collaboration, Innovation, Compassion, Respect, and Integrity) and Culture & Belonging principles to engage and serve all students
• Provide remote technology assistance to end users with a variety of issues ranging from login and application issues to computer/network hardware, peripheral and audio-visual problems
• Regularly monitor the incoming ticket queue and proactively respond to tickets that can be resolved at the helpdesk. Route the remaining tickets to the appropriate support staff
• Answer incoming support phone calls in a friendly and professional manner
• Continually improve the first call resolution rate using root cause analysis then proposing needed improvements to supervisor
• Provide triage and walk-in support at the KRESA Service Center
• Serve as a back-up to KRESA technicians at the Service Center for emergency and time-sensitive issues
• Update tickets promptly as assistance is provided
• Ensure tickets are evaluated properly before escalation to the corresponding support team
• Provide lead level support for Technology Support Specialist
• Communicate system outages, alerts, status updates, tips and general updates to KRESA and partner districts
• Develop and communicate standard operating procedures (SOPs) for use by the helpdesk and support staff
• Create and modify support documentation and screencasts
• Commit to continuing technical and professional development through goals established between candidate and supervisor
• Other duties as assigned
• Maintain consistent attendance, presence and availability during assigned shift
• Must have knowledge of and comply with the policies and procedures contained in the Kalamazoo RESA handbook

Qualified candidates will have an associate’s degree; or three years related experience and/or training; or equivalent combination of education and experience.

Certifications

CompTIA A+ Certification; MS-900 Microsoft 365 Fundamentals preferred

Align services with KRESA Core Values (Collaboration, Innovation, Compassion, Respect, and Integrity) and Culture & Belonging principles to engage and serve all students

Ability to communicate effectively including listening.

Works in a team-oriented fashion.

Ability to efficiently use computer and applicable software.

Ability to problem solve as well as read, analyze and interpret data.

Ability to write reports, correspondence and documentation.

Displays willingness to support and make decisions with sound judgment in timely manner.

Maintains confidentiality.

Adapts to frequent changes in the work environment.

Practices safe work habits.

Uses equipment and material properly.

This is a 12-month calendar position in job grade 15T with an annual pay rate between $53,995.68 and $73,581.12.

KRESA employees enjoy a comprehensive benefit offering thatincludeshealth insurance, paid time off, retirement benefits through Michigan’s Office of Retirement Services,tuition reimbursement,student loanforgivenessand wellness incentives – all within asupportive and caring culture centered around ourvalues of collaboration, innovation, compassion, integrity, and respect.

Kalamazoo was recently recognized as great placeto live in the 2024 50 Best Places to Live roundup by  Kalamazoo was noted for its abundant family-friendly activities and appreciation for artisan-crafted goods, as well as the Kalamazoo Promise, a scholarship for each Kalamazoo Public School resident graduate that provides up to 100% tuition for post-secondary education.

Notice of Non-discrimination:

It is the policy of Kalamazoo Regional Educational Service Agency that no discriminating practices based on race, color, national origin, sex (including sexual orientation or sexual identity), disability, age, religion, height, weight, marital or family status, military status, ancestry, genetic…