IT Helpdesk Analyst

Merjent•Minneapolis, MN

3d•Onsite

About The Position

We are seeking a motivated IT Helpdesk Analyst to join our small but dynamic team supporting 300+ employees. All IT employees are responsible for handling Helpdesk tickets; and this position is responsible for reviewing each ticket submitted and working tickets within their skillset. Support will involve a variety of capacities including user account management, data access, trouble-shooting computer issues, laptops and tablets deployment, software application installations, addressing user-reported phishing emails, as well as other assignments. This is a full-time benefits eligible opportunity that will be based out of the Twin Cities area. The anticipated salary for this position is $58,500 to $67,000, depending upon the qualifications and experience of the successful candidate. This position is also bonus eligible.

Requirements

Associate's degree, technical or vocational training, or a bachelor's degree, with a minimum of two years of relevant experience.
Ability to work during core business hours from 8:00am-5:00pm, Monday through Friday, at our Minneapolis, MN office.
Previous experience configuring and trouble-shooting Windows 10/11 computers and installing software.
Demonstrated initiative and ability to work independently as well as in a team environment.
Exhibit common troubleshooting skills (before escalation), attention to detail, and prioritizing tasks.
Demonstrated customer service skills with a friendly attitude toward helping others.
Proficient writing skills for technical documentation.

Nice To Haves

Previous experience in a service/helpdesk environment, using ticketing systems (e.g., Spiceworks), and working in Active Directory and Entra Identity is preferred.
Previous experience using Teams, VPNs, and networking basics is a plus.
Proficiency with supporting remote employees over video calls using remote management tools (TeamViewer) is a plus.
Ability to prepare office workspaces with technology equipment for employees' use, including setting up monitor arms, cabling underneath desks, lifting and setting up sit/stand desks.
Certifications including A+, MCP or MCSE are a plus.

Responsibilities

Act as the primary IT contact for Helpdesk tickets (25-30 tickets/day) - monitor, prioritize, resolve (or escalate), and document incoming Helpdesk tickets within our ticketing system.
Resolve issues with hardware, software, connectivity, mobile devices, remote desktop configurations, and other computer-related issues using problem-solving skills, existing documentation, and fellow IT staff.
Log detailed activities within the ticketing system; maintain open/close status of tickets; identify when additional knowledgebase documentation is needed.
Work with the IT team and third-party vendors (e.g., Dell, Apple) to resolve more complex hardware issues.
Prepare for new hire onboarding including user account creation, laptop configuration, and inventorying.
Responsible for laptop lifecycle management: maintain accurate laptop inventory, configure and deploy laptops to new hires, replace laptops for current employees, and prepare laptops for retirement.
Create and update an assortment of documentation as needed, including checklists, reference documents for trouble-shooting fixes, new IT procedures, and end-user 'how-to' documentation.
Maintain and apply Merjent's IT standards.
Assist IT colleagues with various projects and tasks, as required.
Participate in monthly maintenance weekend activities, as required.