What are the responsibilities and job description for the Service Desk Analyst position at Red Sun Technology?
Red Sun is looking for qualified candidates to fill our Service Desk Analyst role with our client in Michigan, this position is 100% onsite in Oakland, Michigan. Our client requires a driver's license copy, with resume, 3 professional references and 3 projects worked on. This role is for US citizens, Green Card holders and valid visa holders. MUST BE LOCATED IN THE US!
Service Desk Analyst
- Respond to and document service requests received via phone, email, and online portal.
- Coordinate and assign service requests to appropriate IT staff for timely resolution.
- Troubleshoot and resolve Microsoft Desktop OS, Office Suite, and Adobe Acrobat issues.
- Provide support for CA Service Desk and assist in the County’s transition to ServiceNow in 2025.
- Follow ITIL best practices to ensure efficient service management and issue resolution.
- Maintain detailed records of service requests and resolutions for tracking and reporting.
- Assist with additional Service Center duties as required.
- Experience in IT Service Desk or Technical Support roles.
- Familiarity with CA Service Desk, ServiceNow (preferred), and ITIL frameworks.
- Strong knowledge of Microsoft Desktop OS, Office Suite, and Adobe Acrobat.
- Excellent communication and customer service skills.
- Ability to work both independently and collaboratively within an IT team.
- ITIL Certification (preferred).
