We are looking for a Help Desk/Desktop Support Analyst to support end users in Battle Creek, Michigan within a mission-driven non-profit environment. This Long-term Contract position focuses on delivering dependable desktop and technical assistance, resolving day-to-day Microsoft Windows issues, and ensuring a positive support experience. The ideal candidate is comfortable handling service desk requests, troubleshooting workstation problems, and supporting user account access with accuracy and professionalism.

Responsibilities:

• Provide front-line technical support for desktop, laptop, and basic system issues reported by end users.
• Troubleshoot Microsoft Windows 10 and related workstation problems to restore productivity as quickly as possible.
• Manage service desk ticket queues by documenting issues, prioritizing requests, and following through to resolution.
• Support user account administration tasks within Active Directory, including access updates and basic account maintenance.
• Diagnose common hardware, software, and connectivity concerns using a practical and methodical approach.
• Communicate clearly with employees to gather issue details, explain solutions, and set expectations on next steps.
• Escalate more complex incidents when needed while maintaining accurate records of actions taken and current status.