Job Title: Workstation Support Analyst I
Location: Jackson, MI (Onsite)
Contract Duration: 18+ Months
Position Summary:
The BPS End User Computing team is committed to delivering exceptional desktop support to internal clients across multiple corporate and field locations. We are seeking a skilled Desktop Support Technician to provide hands-on and remote technical support with a strong emphasis on customer service, operational uptime, and rapid issue resolution.
Key Responsibilities:
- Deliver white-glove support to executive users, ensuring quick turnaround and high-quality communication in time-sensitive situations.
- Provide first and second-level desktop support for enterprise applications, business workstations, and network connectivity issues.
- Diagnose, troubleshoot, and resolve incidents related to hardware, software, and peripherals.
- Fulfill service requests and document solutions using a ticket-tracking system (eg, ServiceNow).
- Deploy and support new printers in corporate offices and field construction trailers.
- Support mobile and field employees, including hardware and software troubleshooting for handheld devices such as Toughbooks and barcode scanners.
- Assist in deploying and maintaining business applications including MS Office Suite, SharePoint, Adobe, Intune, and others.
- Collaborate with IT teams to support distributed application projects and participate in operational tasks.
- Create and maintain business and technical documentation.
- Act as an ambassador of the IT department to internal stakeholders, ensuring a customer-focused approach.
- Travel within the Detroit Metro area as required.
Required Qualifications:
- Proven experience in a desktop support role within a ticket-based environment.
- Strong interpersonal and communication skills; ability to explain complex technical concepts in simple terms.
- Demonstrated experience supporting executive users in high-pressure scenarios.
- Ability to prioritize and manage multiple tasks efficiently.
- Self-motivated, with strong problem-solving skills and the ability to work independently and in a team environment.
Technical Skills:
- Proficiency with Windows 10/11, Active Directory, LAN/WAN concepts, and basic networking.
- Experience with Microsoft SCCM for software deployment and device management.
- Familiarity with ITSM tools such as ServiceNow.
- Strong knowledge of business and productivity applications:
- Microsoft Office Suite (Word, Excel, Outlook, SharePoint)
- Intune, Adobe, AutoCAD, Microstation, Clarity, SAP
- Experience supporting mixed printing environments (MFDs, plotters, etc.)
- Exposure to technical processes including Work Order Processing, Primavera, DCO, and eSOMS.
Preferred Qualifications:
- Experience supporting handheld field devices and ruggedized hardware (eg, Toughbooks, Toughpads).
- Ability to enhance and create support processes to improve efficiency and user experience.
- Familiarity with enterprise architecture and distributed application environments.