Service Desk Support Analyst

Our client is seeking a 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.

Tasks:

·        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

Knowledge, Skills and Abilities Required:

·        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.

·        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.

·        Experience with communication and collaboration with users, technical staff, and management.

NOTE: Services are expected to be conducted Monday through Friday from 6:30am to 5:00pm. The work is expected to be done remotely in Minnesota with rare on-site meetings that are planned in advance.

Location: St. Paul, MN
Contract: 1 year

Skills Required:

·        Experience with technical support for incidents and requests reported by users including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage.

·        Experience diagnosing and resolving complex hardware, software, and connectivity issues.

·        Experience prioritizing and resolving service tickets efficiently.

·        Experience in analyzing and identifying trends or root causes of recurring technical issues

*** Rate depends on experience

*** Candidates authorized to work in the US are encouraged to apply. We cannot accept OPT or CPT visas at this time.

*** Companies submitting candidates should only submit direct W2 employees for this position.

Please submit your resume by using the "URL" below