What are the responsibilities and job description for the Service Desk Analyst position at Pact Arborist Services LLC?
Key Responsibilities
- Serve as first-level support for end-users via phone, email, and voicemail
- Troubleshoot hardware, software, and connectivity issues
- Ask targeted, fact-finding questions to diagnose and resolve issues efficiently
- Provide clear guidance and user education during issue resolution
- Document incidents, requests, and resolutions in a ticketing system
- Escalate unresolved issues appropriately while maintaining ownership
- Maintain a positive, customer-focused attitude at all times
- Participate in rotating on-call/off-hours support as required
Required Qualifications
- Associate’s degree or higher
- 1 year of experience in an IT support or help desk role
- 1 year of hands-on experience with:
- Microsoft Windows
- Active Directory
- Citrix (XenApp or related)
- Experience with at least one of the following:
- Microsoft Office / Microsoft 365
- Microsoft Azure
Preferred Qualifications
- Bachelor’s degree in Information Technology or related field
- CompTIA A or Microsoft MTA certification
- Experience supporting Microsoft 365 and video conferencing tools
- Prior experience in a healthcare or enterprise IT environment
Proposed Screening Questions
- Do you have at least one year of experience in an IT support or help desk role?
- Can you describe your experience supporting Microsoft Windows operating systems?
- What experience do you have with Active Directory and Citrix environments?
- What IT certifications do you currently hold, if any?
- How do you prioritize and manage multiple support requests at once?
- Are you available for rotating on-call or off-hours support?
Job Types: Contract, Permanent
Pay: $23.00 - $25.00 per hour
Work Location: Hybrid remote in Ann Arbor, MI 48103
Salary : $23 - $25