IT Service Desk Support Analyst

We are seeking an experienced IT Service Desk Support Analyst to provide first-line technical support for a large enterprise environment supporting approximately 5,000 users. This position is best suited for an IT professional who enjoys troubleshooting technical issues, delivering outstanding customer service, and supporting users in a fast-paced Service Desk environment.

Candidates must currently reside in the Minneapolis/St. Paul metropolitan area. While day-to-day work is primarily performed offsite, occasional onsite meetings may be required with advance notice. Local candidates only will be considered., * Provide timely phone-based technical support to end users.

• Troubleshoot Windows, macOS, Microsoft 365, VPN, printer, and account-related issues.
• Perform password resets and account unlocks.
• Document incidents, troubleshooting steps, and resolutions.
• Escalate issues when appropriate.
• Meet established service level objectives.
• Maintain accurate knowledge base documentation.
• Follow identity verification and security procedures.
• Participate in knowledge transfer and continuous process improvement.
• Deliver exceptional customer service while managing multiple support requests.

• High School Diploma or GED and four (4) years of technical support or Service Desk experience.

• Associate degree may substitute for two (2) years of experience.
• Bachelor’’'’s degree may substitute for four (4) years of experience.

Preferred Qualifications

• Experience supporting Windows and macOS operating systems.
• Microsoft 365 administration and user support.
• Active Directory account management.
• Knowledge of TCP/IP, DNS, DHCP, and VPN technologies.
• Experience supporting desktop, laptop, printer, and mobile devices.
• Familiarity with Group Policy and endpoint security tools.
• Working knowledge of ITIL incident management practices.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple requests in a fast-paced environment.
• Customer-focused mindset with excellent interpersonal skills.
• Ability to recognize and appropriately escalate security-related issues.