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Service Desk Support Analyst

Hybrid in Saint Paul, MN, US • Posted 4 hours ago • Updated 4 hours ago

Contract W2

Contract Independent

12 Months

No Travel Required

Remote

Depends on Experience

Fitment

Dice Job Match Score™

🎯 Assessing qualifications...

Job Details

Skills

Active Directory
Asset Management
Collaboration
DNS
DHCP
IT Security
ITIL
Knowledge Transfer
Knowledge Base
Management
Endpoint Protection
Computer Networking
ROOT
OS X
Technical Support
TCP/IP
Dragon NaturallySpeaking
Operating Systems
Microsoft Windows
Documentation
Service Desk

Summary

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 connectivity issues.
- Skilled in prioritizing and resolving service tickets efficiently.
- Skilled in communication and collaboration with users, technical staff, and management.
- Skilled in analyzing and identifying trends or root causes of recurring technical issues.
- Ability to identify potential IT security-related situations.
- Ability to deliver high-quality, customer-focused technical support.
- Ability to manage multiple priorities and meet deadlines in a dynamic environment.
- Ability to adapt to evolving technologies and organizational needs.

Minimum Qualifications

High school diploma/GED with four (4) years’ experience in Technical Support roles

An Associates degree substitutes for 2 years of experience
A Bachelor’s degree substitutes for 4 years of experience

Responsibilities

Provide timely and consistent IT phone-based user support
Maintain high-quality end-user experience
Meet real-time service objectives (RSOs)
Ensure proper documentation and escalation of incidents and requests
Respond to incidents and service requests within defined RSOs
Document troubleshooting steps and resolutions
Escalate issues appropriately
Maintain knowledge base accuracy
Follow security and identity verification procedures
Provide knowledge transfer

Thank you for your time and I look forward to receiving your reply today.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: evol001
Position Id: 9038160
Posted 4 hours ago

Contact the job poster

Robert Bookheim

Recruiter @ The Evolvers Group

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