Help Desk Analyst Job at Motor City Electric (Detroit)

Help Desk Analyst

Motor City Electric

Location:
United States , Detroit

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Help Desk Analyst serves as the primary point of contact for all IT-related support requests. This role provides front-line technical assistance to employees, performs initial troubleshooting and issue triage, and ensures accurate documentation and timely resolution of support tickets. The Help Desk Analyst focuses on user experience, communication, and efficient problem resolution while coordinating with other IT team members for escalated issues.

Job Responsibility:

Act as the first point of contact for IT support via ticketing system, phone, email, and walk-up requests
Gather detailed information from users to accurately diagnose issues and determine priority
Log, categorize, update, and close support tickets in accordance with IT procedures
Communicate clearly with users regarding issue status, next steps, and resolution timelines
Provide Tier-1 technical support for common end-user issues
Provide Tier-1 support for mobile and field devices
Perform first-level troubleshooting for connectivity issues at jobsites
Perform remote and onsite troubleshooting as required
Verify issue resolution with users before ticket closure
Escalate hardware failures and warranty-related issues to Desktop Support Technicians
Escalate endpoint, deployment, or configuration issues to IT Systems Engineers
Escalate server, storage, or backup-related issues to IT Administrators
Collaborate with IT Coordinators during onboarding and jobsite-related support needs
Serve as a communication bridge between end users and advanced IT teams
Document troubleshooting steps and resolutions clearly for future reference
Contribute to internal knowledge base articles and standard operating procedures
Identify recurring issues and trends and report them to IT leadership
Follow established IT policies, security standards, and best practices
Handle user data and system access responsibly and securely
Escalate potential security concerns or policy violations immediately

Requirements:

Experience supporting Windows-based desktops and laptops
Experience supporting iOS devices (iPhones and iPads)
Familiarity with Microsoft Surface devices
Familiarity with Microsoft 365 applications and common business software
Basic understanding of networking concepts (LAN/WAN, printers, connectivity)
Basic understanding of cellular hotspots and mobile connectivity
Experience using ticketing systems is preferred
Strong verbal and written communication skills
Customer-focused mindset with patience and professionalism
Strong organizational skills and attention to detail
Ability to troubleshoot issues methodically and follow documented procedures
Ability to work independently while collaborating within a team environment
High School diploma or equivalent required
Technical training, coursework, or certifications are a plus but not required

Nice to have:

Technical training, coursework, or certifications are a plus
Experience using ticketing systems is preferred

Additional Information:

Job Posted:
January 01, 2026

Work Type:

On-site work

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