Support Center Analyst

ServicePoint has a customer seeking a Support Center Analyst for a 6-month 100% onsite position located in downtown Minneapolis, MN. The hours would be Monday-Friday 8AM-5PM CDT and down the line there could be flexibility to work one day from home but to start it is 100% onsite. The Support Center Analyst I is responsible for supporting Company s users requiring assistance

with technology and serves as an internal resource to provide level one support. Occasional

remote support or travel is required to serve hybrid office work and geographically dispersed locations.

A technical background combined with customer service experience is required, as well as

problem-solving and the ability to motivate the team to achieve specific goals. Ensure high quality

technical support while maintaining or exceeding service levels and KPI/QA targets.

JOB DETAILS

Monitor and respond to support requests through phone, walk-up, email, and self-service ticketing.

Collaborate with internal team members, and external groups to triage and troubleshoot issues, serving as a subject matter expert or escalation point for advanced issues.

Track and document work performed in an ITSM tool (Atlassian Jira Service Management.)

Work independently with minimal oversight.

Support enterprise software including Microsoft Windows, Mac OS, O365, Okta, SharePoint, Jamf,

Apple iOS and Android.

Assist and contribute to vendor management efforts.

Assist with technical project work as needed.

Qualifications:

Bachelor s degree in a computing-related field or equivalent work experience.

Strong verbal and written communication, time management, and customer service skills.

Ability to effectively prioritize and execute tasks in a high-pressure environment.

Pursues and adapts to input and feedback.

Demonstrated understanding of, sensitivity to, and respect for the mission and traditions of the Company.

COMPANY COMPETENCIES

RELATIONSHIPS

Builds trusting and productive relationships. (Maximizes Relationships)

Supports and collaborates with others. (Cultivates Teamwork)

Draws on self and interpersonal awareness to navigate people and situations. (Manages Impact)

Pursues customer input and feedback and adapts accordingly. (Customer Centricity)

RESULTS

Maintains perseverance in the face of obstacles. (Demonstrates Resilience)

Persistent in working through tasks and following through on obligations. (Executes Work)

Sets and tracks ambitious goals and strives for excellence. (Drives Results)

INSIGHTS

Thinks deeply and broadly to identify opportunities. (Thinks Strategically)

Identifies solutions and finds a way forward when faced with new and unfamiliar situations.

(Navigates Ambiguity)

Thinks through problems and leverages relevant information to draw conclusions. (Solves

Problems)

LEADERSHIP

Models a willingness to take risks and do things differently. (Pursues Change)

Communicates thoughts and feelings in an authentic, genuine, and expressive manner. (Displays

Courage)

Makes decisions and provides direction to and/or influence on others. (Directs Others)

Provides coaching and supports the development of individuals and teams to maximize

performance and growth. (Develops Talent)