We are in the process of adding a Desktop Support Analyst to our company in the Information Technology industry, based in ANN ARBOR, Michigan. This role is focused on providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This is a contract role that offers an excellent opportunity to work in a dynamic and challenging environment.Responsibilities:• Provide first level contact and convey resolutions to customer issues• Properly escalate unresolved queries to the next level of support• Track, route and redirect problems to correct resources• Update customer data and produce activity reports• Walk customers through problem-solving processes• Follow up with customers, provide feedback and see problems through to resolution• Utilize excellent customer service skills and exceed customers’ expectations• Ensure proper recording, documentation and closure• Recommend procedure modifications or improvements• Preserve and grow your knowledge of help desk procedures, products and services• Utilize expertise with Citrix Technologies, Dell Technologies, EO/IR systems, Mac Computers, Microsoft, Active Directory, Computer Hardware, Configuration Management, Deployments, and Deskside Support in daily tasks.