IT Service Analyst

Location: Southfield, MI
Employment Type: Full-Time
 

Position Summary

Our client is seeking an IT Service Analyst to join their growing IT team supporting a large, multi-office legal organization. This individual will serve as the first point of contact for attorneys and staff, providing exceptional technical support across desktop hardware, software, conferencing technologies, and enterprise applications.

This is an excellent opportunity for someone looking to build a long-term career in IT within an enterprise environment. The ideal candidate is customer-focused, proactive, organized, and eager to learn while supporting a fast-paced, professional organization.

Key Responsibilities

• Provide first-level technical support via phone, email, walk-up requests, and remote support.
• Troubleshoot Windows laptops, Microsoft 365, hardware, software, and peripheral issues.
• Image, configure, and deploy laptops for new hires.
• Set up and test workstations, monitors, docking stations, keyboards, and other equipment.
• Support Zoom Rooms and conference room audio/video technology.
• Assist remote employees with connectivity and application issues.
• Support legal-specific applications, including document management systems and other business applications.
• Accurately document all user interactions and technical issues within the organization''s ticketing system.
• Escalate issues to Infrastructure, Security, or Applications teams when appropriate.
• Maintain accurate IT asset inventory, including laptops, monitors, and accessories.
• Ensure sufficient inventory is available for new hires and office needs.
• Participate in office technology projects, relocations, and hardware deployments as needed.

Required Qualifications

• 2+ years of IT Help Desk, Desktop Support, or Service Desk experience.
• Experience supporting Microsoft Windows operating systems.
• Working knowledge of Microsoft 365.
• Experience with ticketing systems such as ServiceNow, Remedy, ManageEngine, or similar platforms.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service mindset with the ability to support executive-level users.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Highly organized with strong attention to detail.

Preferred Qualifications

• Experience supporting enterprise environments with multiple office locations.
• Experience supporting professional services or legal organizations.
• Familiarity with Zoom Rooms or conference room AV technology.
• Knowledge of ITIL principles or ITIL Foundations certification.
• Experience with IT asset management and inventory control.

What We''re Looking For

The ideal candidate is someone who:

• Takes initiative and proactively solves problems.
• Enjoys helping people and delivering outstanding customer service.
• Thrives in a fast-paced, high-expectation environment.
• Can remain calm and professional while supporting demanding users.
• Wants to continuously learn new technologies and grow their IT career.
• Is looking for a long-term career opportunity rather than simply another IT support position.

Growth Opportunities

This organization strongly promotes from within and encourages professional development. Employees have opportunities to advance into specialized IT disciplines such as:

• Cybersecurity
• Infrastructure
• Applications
• Systems Administration

Team members are encouraged to pursue certifications and technical training to support their long-term career growth.

Why Join?

• Competitive salary and benefits
• Collaborative enterprise IT team
• Exposure to a wide variety of technologies
• Opportunity to work on office expansion and technology projects
• Clear path for professional growth and advancement