Job Description

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 (e.g., 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 (e.g., Toughbooks, Toughpads).
• Ability to enhance and create support processes to improve efficiency and user experience.
• Familiarity with enterprise architecture and distributed application environments.

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