Help Desk Analyst -#26087

Blue Chip Talent, in partnership with a technology-driven organization, is seeking a skilled Help Desk Specialist. This role is responsible for resolving escalated technical support issues, troubleshooting Microsoft 365 and networking environments, and maintaining efficient ticket management processes. The ideal candidate brings hands-on experience supporting enterprise users across hardware, software, and cloud-based systems.

Job Duties

• Receive and manage escalated tickets from L1 Help Desk agents, ensuring prior troubleshooting steps are documented accurately
• Investigate and resolve complex technical issues involving user access, Microsoft 365 applications, connectivity, endpoint devices, and system configurations
• Monitor and manage ticket queues within ServiceNow or similar ITSM platforms to ensure timely routing and resolution
• Troubleshoot Windows 11 systems, Microsoft 365 environments, Active Directory, Azure AD, and related infrastructure components
• Escalate unresolved incidents to L3 or specialized IT teams with detailed diagnostic findings and supporting documentation
• Maintain communication with end users throughout the ticket lifecycle to provide status updates and resolution guidance
• Create and update SOPs, knowledge base articles, and troubleshooting documentation to improve support efficiency
• Support VoIP systems, endpoint management platforms, and remote support tools as part of day-to-day technical operations
• Track SLA performance metrics and identify recurring support trends to improve escalation handling and L1 support readiness
• Coordinate with external vendors to support technical updates, issue resolution, and infrastructure-related changes

Skills Required:

• 2–4 years of experience in help desk, desktop support, or technical support environments
• Experience supporting Windows 11 operating systems
• Hands-on experience with Active Directory and Azure AD administration
• Knowledge of TCP/IP, DNS, DHCP, VPN, and LAN/WAN troubleshooting concepts
• Experience working within ITSM platforms such as ServiceNow, Remedy, or Jira Service Management
• Experience troubleshooting Microsoft 365 environments including Exchange Online and Teams
• Familiarity with endpoint management and remote support tools such as SCCM, Intune, or LogMeIn

Blue Chip Talent is an award-winning and woman-owned talent solutions provider based out of Bloomfield Hills, Michigan. For over 30 years, we’ve specialized in IT, Engineering, and Professional Services staffing—now serving clients in 37 states and counting. We connect the market's elite talent with top employers, pairing exceptional white-glove service with proven hiring results to drive innovation and fuel growth.

We offer industry-leading benefits options and are proud to be an Equal Opportunity Employer (EOE) that values merit-based recruitment centered around technical ability, skillset, and alignment with our employing partners.