Help Desk Analyst

This position provides first-level application support and end-user technology assistance for Michigan Legislative Council employees. The primary focus of the position is supporting business applications, including Microsoft 365 and Microsoft Office products, commercial off-the-shelf software, and custom, in-house developed legislative and administrative systems. The position serves as an initial point of contact for user assistance, troubleshooting, service requests, issue documentation, and ticket triage.

The analyst resolves routine application and technology issues, documents and escalates complex issues to appropriate Information Services staff, and works collaboratively with application developers, system administrators, and business stakeholders to support effective technology use. The position also provides basic end-user workstation and peripheral assistance, including setup or replacement of common equipment such as keyboards, monitors, docking stations, headsets, and related user-facing devices. Work is performed in a team-oriented atmosphere in a moderately complex networked environment.

This is a full-time position working Monday to Friday, 8:30am to 5:00pm (37.5 hours per week). This position works 100% on-site, 5 days per week.

• Proven experience supporting Microsoft 365 applications, Microsoft Office products, line-of-business software, and Windows-based end-user environments required.
• Intermediate to advanced skills in Microsoft Word, Excel, Outlook, PowerPoint, Teams, OneDrive, and related productivity applications required.
• Experience providing support for commercial off-the-shelf applications preferred.
• Experience providing first-level support for custom-developed business applications preferred.
• Previous help desk, application support, end-user technology support, or call center experience preferred.
• Experience with ticketing systems such as ServiceNow, Genuity, or comparable tools preferred.
• Technical certification, such as CompTIA A+, Microsoft certification, or comparable experience preferred.
• Associate degree in computer information systems, business, or a related field, or equivalent education and experience.
• Two years of experience in customer service, application support, computer support, or equivalent experience preferred.
• Must be able and willing to work non-standard work shifts and overtime as required.
• Must be able to move, load, unload, and set up equipment or boxes weighing up to 40 pounds.

Full-time employees receive between 15 and 35 vacation leave days per year and13 sick days per year.

Holidays

Legislative Council employees receive 13 scheduled holidays each year.

Alternative Work Schedules

Flexible work schedules are available in some jobs. Flexible schedules may be limited to certain time periods per year.

Insurance and Other Benefits

Insurances include health, vision, dental and life. Employees also have the option to purchase voluntary insurances for additional life, accidental death, long term disability, long term care, and legal services, to name a few. Premiums vary for these insurances. Flexible spending accounts for medical expenses and child care are also available.

Deferred Compensation

Employees may invest income in a tax-deferred retirement investment program. The state offers two optional deferred compensation plans, the 457 and 401(k). Employees decide the amount deducted from each paycheck.

Retirement

Employees receive a minimum 4% state contribution toward their defined contribution retirement fund. If an employee elects to contribute more, the state will match that percentage (up to 3%).

Employer

State of Michigan

Department

Legislative Council