Service Desk Support Analyst

ServiceDesk Support Analyst Remote,MN Role ResponsibilitiesUser Support & Service Delivery: Provide timely, consistent, and customer-focused phone-based IT support while maintaining a high-quality end-user experience and meeting real-time service objectives (RSOs). Incident & Request Management: Respond to incidents and service requests within defined RSOs, prioritize service tickets efficiently, and manage multiple competing priorities in a dynamic environment. Troubleshooting & Resolution: Dia

Required Experience: Desired Skills Knowledge of computer hardware, software, and mobile device components.Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.Knowledge of Active Directory, Group Policy, and endpoint security tools.Knowledge of ITIL best practices for incident and asset management.Skilled in diagnosing and resolving complex hardware, software, and connectivi

<>Note: Local Minnesota candidates only. ResponsibilitiesProvide phone-based technical support to end users. Troubleshoot Windows, macOS, Microsoft 365, VPN, printer, and account-related issues. Resolve incidents and service requests within defined service objectives. Document troubleshooting steps and resolutions. Escalate issues when required. Follow security and identity verification procedures. Maintain accurate knowledge base documentation. Required QualificationsHigh school diploma/GED wi

The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance. We are seeking a full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage.