Service Desk Analyst I

Mortenson•Minneapolis, MN

2d•$27 - $36

About The Position

Service Desk Analyst I SUMMARY Mortenson is currently seeking a Service Desk Analyst I responsible for providing general support to Mortenson team members by responding to ITS Service desk requests, incident logging, troubleshooting, and providing excellent customer service. Hiring Location: Minneapolis, MN

Requirements

1+ year of experience in related field
Excellent troubleshooting and organization skills
Professional, detail-oriented team player
Ability to provide a high level of customer service in a dynamic environment
Thorough knowledge of Office 365, and other office software and equipment
Positive attitude and professional customer service skills
Strong analytical, problem-solving skills
Strong interpersonal and communication skills
Active listening skills and effective communication including an openness to diverse input and feedback
Ability to safely lift and move items weighing up to 20 pounds, with or without reasonable accommodation
Ability to provide deskside service across the campus, requiring mobility to move between workstations, with or without reasonable accommodation

Responsibilities

Answer calls into the service desk and provide quality customer service to resolve issues.
Log all incidents and requests in the ITS incident management system.
Provide general setup and troubleshooting on computer hardware and software.
Ensure all communication and escalation processes are followed.
Develop and maintain a thorough understanding of the customer’s business process.
Recommend creation of knowledge base documents to assist customers and the Service Desk.
Effectively work and build relationships with those of diverse backgrounds and organizational levels.
All other duties as assigned.
Participate in special assignments and projects as requested, which may include:
Validating software setup/configuration instructions
Participating in ITS projects
Account setups and administration
Printer setups
Security access administration

Benefits

Medical and prescription drug plans that includes no additional cost vision coverage
Dental plan
401k retirement plan with a generous Mortenson match
Paid time off, holidays, and other paid leaves
Employer paid Life, AD&D, and disability insurance
No-Cost mental health tool and concierge with extensive work-life resources
Tuition reimbursement
Adoption Assistance
Gym Membership
Discount Program
The hourly pay range for this role is $26.63/hour - $35.96/hour. (Actual range is higher for the following office locations: Denver, CO and Chicago, IL – 5%, Seattle, WA, and Portland, OR – 10%, Washington, D.C. – 12.5%). Base pay is positioned within the range based on several factors including an individual’s knowledge, skills, and experience, with consideration given to internal equity.