Help Desk Analyst I

100% onsite in Minnetonka, MN Robert Half has a client looking to add to their team on account of their growth! This client is a managed service provider and handles IT support for their clients running traditional Windows environments. This role works supporting a variety of clients remotely on their service desk based out of Minnetonka. Position Responsibilities: * Take initial telephone inquiries and troubleshoot hardware, software, or network problems * Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly * Document all customer interaction with high attention to detail and accuracy * Update all tickets according to Service Level Agreements (SLA) * Understand and follow Delivery Process following ITIL guidelines: incident management, problem management, change management, and knowledge management * Recognize and escalate more difficult problems * Accurately document customer impact, resolution steps, and appropriate priority in accordance

with policy and customer requirements * Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy * Provide after-hours support for clients. Shifts may include nights and weekends. There may be structured on-call responsibilities. * Maintain detail oriented, quality interactions with customers at all times * Work as an effective team member with the team, partners and internal staff * Other duties as assigned What You Bring: * Experience in a technical support or customer service role preferred * Bachelor's degree, technical degree or certifications preferred * Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies * Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware * efficient, self-starting mentality with value placed on integrity * Ability to work as an effective team member with the team, partners and internal staff * Strong English communication skills, both written and verbal * Ability and desire to learn new technologies as mutually defined * Ability to prioritize multiple tasks, anticipate situations, and take quick action * Typing speed of 40 words per minute or faster Physical Demands: * This position requires sitting at a computer for extended periods of time and some light lifting as needed Work Environment: * While performing the duties of this position, the employee will be required to work in a standard office setting ANYONE INTERESTED SHOULD CONTACT ROBERT BROMMEL AT 612-503-4032 FOR MORE DETAILS