NOTE: APPLICANT MUST BE ON OUR W2 or 1099 AND CURRENT MN RESIDENT. NOT ACCEPTING SUB-VENDORS.
Role: Service Desk Support Analyst
Location: Remote – with rare on-site meetings (On-site meetings will be planned in advance)
Duration: 12 Months with Extensions
Interview: MS Teams
Job Description:
Seeking one 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. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm.
At a high level, the resource will provide Service Desk Support for Agency systems.
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
Minimum Qualifications:
· High school diploma/GED with four (4) years’ experience in Technical Support roles
o An Associates degree substitutes for 2 years of experience
o A Bachelor’s degree substitutes for 4 years of 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.
Remote or Onsite:
· The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance.
Resource Need:
· This request is for one full-time staff augmentation resources. Each vendor is allowed to submit one resource for consideration.
Mode of Interview:
· The Agency will conduct interviews. The Agency reserves the right to remove a resource from consideration if the resource is unavailable for interview as requested by the State. Interviews will be conducted via Microsoft Teams.
Project Schedule:
· Anticipated Project Start Date: September 8, 2026
· Anticipated End Date: August 31, 2027
The Agency retains the option to extend the work order in increments determined by the Agency.
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