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Intermediate Technical Support Analyst Jobs in Michigan

365 Retail Markets

Technical Support Specialist

Troy, MI · On-site

$47K/yr

Provide technical system and user support by responding to calls and email requests for technical ... Experience working with advanced software issues that require root cause analysis * Experience ...

365 Retail Markets

Technical Support Specialist

Troy, MI · On-site

$47K/yr

Provide technical system and user support by responding to calls and email requests for technical ... Experience working with advanced software issues that require root cause analysis * Experience ...

FastTek

Workstation Support Analyst

Jackson, MI · On-site

Workstation Support Analyst #1058323 If you're looking for a career that will provide a challenging ... Provide technical expertise, guidance and strategic recommendations to other IT groups.

FastTek

Workstation Support Analyst

Jackson, MI · On-site

Workstation Support Analyst #1063158 If you're looking for a career that will provide a challenging ... Provide technical expertise, guidance and strategic recommendations to other IT groups.

Xerox

Software Technical Support Associate

Novi, MI · Hybrid

This is an intermediate (specialist) level technical position, contributing directly to achievement of revenue growth and customer satisfaction, providing technical support to the client and Managed ...

Cengage Learning

Use administrative tools to assist in the analysis of technical issues reported by customers ... Technical support experience * Networking knowledge is a plus * Call center experience Competencies

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Intermediate Technical Support Analyst information

What is the difference between Intermediate Technical Support Analyst vs Help Desk Technician?

AspectIntermediate Technical Support AnalystHelp Desk Technician
CertificationsCompTIA A+, Network+; relevant certificationsCompTIA A+ often preferred
Work EnvironmentCorporate IT teams, technical support centersHelp desks, customer support centers
ResponsibilitiesDiagnose complex technical issues, escalate when neededBasic troubleshooting, user support, ticket logging
SkillsTechnical troubleshooting, communication, problem-solvingCustomer service, basic technical knowledge

Intermediate Technical Support Analysts typically handle more complex technical issues and require advanced certifications, working within corporate IT environments. Help Desk Technicians focus on basic user support and troubleshooting, often serving as the first point of contact. Both roles are essential in IT support but differ in complexity and scope.

What does an Intermediate Technical Support Analyst do?

An Intermediate Technical Support Analyst provides technical assistance to users by diagnosing and resolving hardware, software, and network issues. They often use troubleshooting tools, document solutions, and may escalate complex problems to higher-level support or engineering teams.

What are the most commonly searched types of Technical Support Analyst jobs in Michigan?

The most popular types of Technical Support Analyst jobs in Michigan are:

Infographic showing various Intermediate Technical Support Analyst job openings in Michigan as of July 2026, with employment types broken down into 86% Full Time, 9% Part Time, 1% Temporary, and 4% Contract. Highlights an 85% Physical, 6% Hybrid, and 9% Remote job distribution.

Technical Support Specialist

Troy, MI • On-site

365 Retail Markets
Software Development • 501 - 1,000 employees
Learn more about 365 Retail Marketsexternal

$47K/yr

Full-time

Re-posted 23 days ago

Job description

Description

365 Retail Markets is the most trusted global provider of unattended retail technology, delivering conveniently smart self-service solutions since 2008. The company's all-in-one platform powers retail spaces across food service, global retail, and hospitality with a comprehensive suite of frictionless smart stores, micro markets, vending, catering, and dining point-of-sale options. These technologies can be found worldwide in corporate offices, manufacturing and distribution facilities, educational campuses, hotels, and beyond.

As a nine-time honoree on the Inc. 5000 list of fastest-growing companies in the United States, and with a continually expanding global presence, 365 Retail Markets is committed to growth, innovation, and providing superior, integrated technology that meets the evolving needs of its customers and consumers.


This position is located within the Support Department of 365 Retail Markets, and reports to the Support Supervisor. You will play a key role in ensuring that our clients receive a consistent and exceptionally positive experience at all times. Your primary role will focus on maintaining uninterrupted, optimal performance of the 365 product suite at all times across a diverse installation base. You should enjoy tackling unobvious problems, working with time-sensitive clients of varying technical expertise, and in implementing systemic solutions that ensure localized issues are not repeated.


Responsibilities

  • Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
  • Diligently manage client cases within Zendesk, and communicate any perceived delays to management immediately upon identification
  • Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
  • Assess issues and escalate, if needed, to higher levels of client support
  • Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path (including services leadership) regarding persistent issues
  • Assist other department employees in troubleshooting difficult or time-sensitive problems
  • Configure client equipment both locally and remotely
  • Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications
  • Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
  • Workweek includes Saturday & Sunday shift in schedule, with 2 days off during the weekdays
  • Other duties as assigned by Supervisor

Requirements

  • 1-2 years experience handling high-end clients with the ability to demonstrate proper service recovery steps or a commensurate combination of education, certifications, and experience
  • Proficient with Ubuntu or other Linux distribution highly desired
  • Solid understanding of mobile environments including Android and iOS, including development and logging tools
  • Solid understanding of Windows 10 environment including device drivers, event viewer, and error reporting
  • Experience working with advanced software issues that require root cause analysis
  • Experience maintaining small networks. Network+ a bonus, but not necessary
  • Exposure to SQL commands a bonus
  • Able to work independently and efficiently to meet deadlines
  • Able to promptly answer support related email, phone calls and other electronic communications
  • Self-motivated, detail-oriented and organized
  • Ability to learn new technologies quickly and deal with ambiguity
  • Proficient in Internet related applications such as email clients, FTP clients and web browsers
  • Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, PowerPoint)
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information

Apply