Help Desk/Desktop Support Analyst

We are looking for a Help Desk/Desktop Support Analyst to provide dependable frontline technical assistance for customers experiencing connectivity, device, and service-related issues. This role supports a wide range of equipment and end-user technologies, ensuring problems are assessed efficiently and resolved with a high standard of service. Based in East Lansing, Michigan, the position requires strong troubleshooting discipline, accurate documentation, and timely escalation when advanced support is needed.

Responsibilities:

• Diagnose and resolve routine technical problems involving routers, optical network terminals, set-top equipment, wireless networks, and access points.
• Assist users with issues affecting connected home and consumer technology, including smart televisions, streaming hardware, and internet-enabled devices.
• Follow established support workflows, knowledge articles, and diagnostic tools to address common incidents in a consistent manner.
• Escalate more advanced or persistent problems to higher-level support teams, providing thorough notes on findings and actions already completed.
• Create, classify, and maintain service tickets with accurate status updates throughout the support process.
• Record customer communications, troubleshooting activity, and final resolutions to support service continuity and future follow-up.
• Keep account information current while processing activations, service modifications, and other support-related updates.