Help Desk Analyst

This position provides first-level application support and end-user technology assistance for Michigan Legislative Council employees. The primary focus is supporting business applications, including Microsoft 365 and Microsoft Office products, commercial off-the-shelf software, and custom, in-house developed legislative and administrative systems.

Responsibilities

• Serve as an initial point of contact for user assistance, troubleshooting, service requests, issue documentation, and ticket triage.
• Resolve routine application and technology issues.
• Document and escalate complex issues to appropriate Information Services staff.
• Collaborate with application developers, system administrators, and business stakeholders to support effective technology use.
• Provide basic end-user workstation and peripheral assistance, including setup or replacement of common equipment such as keyboards, monitors, docking stations, headsets, and related user-facing devices.
• Move, load, unload, and set up equipment or boxes weighing up to 40 pounds.
• Work non-standard shifts and overtime as required.

Requirements

• Proven experience supporting Microsoft 365 applications, Microsoft Office products, line-of-business software, and Windows-based end-user environments.
• Intermediate to advanced skills in Microsoft Word, Excel, Outlook, PowerPoint, Teams, OneDrive, and related productivity applications.
• Experience providing support for commercial off-the-shelf applications preferred.
• Experience providing first-level support for custom-developed business applications preferred.
• Previous help desk, application support, end-user technology support, or call center experience preferred.
• Experience with ticketing systems such as ServiceNow, Genuity, or comparable tools preferred.
• Technical certification, such as CompTIA A+, Microsoft certification, or comparable experience preferred.
• Associate degree in computer information systems, business, or a related field, or equivalent education and experience.
• Two years of experience in customer service, application support, computer support, or equivalent experience preferred.
• Must be able and willing to work in a team-oriented atmosphere in a moderately complex networked environment.
• Must maintain non-partisan status and work confidentiality.

Schedule

• Full-time, Monday to Friday, 8:30 AM to 5:00 PM (37.5 hours per week).
• 100% on-site, 5 days per week.

This job is located at Boji Tower, 124 W. Allegan Street, Lansing, Michigan.