Service Desk Analyst II
About The Position
The Service Desk Analyst II delivers technology support and customer service to SunStream employees and clients. The role provides advanced support for applications, workstations, mobile devices, peripherals, meeting room technologies, and other end-user technologies, and serves as a Tier II escalation resource for complex issues. The analyst independently investigates root causes, troubleshoots and resolves technical challenges, coordinates with IT teams, and works to ensure a positive customer experience. The position contributes to service quality, operational efficiency, and user satisfaction through continuous improvement initiatives, technical communications, knowledge base and self-service documentation, and employee and external-resource training. It has a hybrid work environment, combining on-site support at the St. Paul, Minnesota office and client locations throughout the Twin Cities metro area with remote work opportunities. The analyst also participates in an on-call rotation.
Requirements
- Minimum of 3 years of experience in a Service Desk, Help Desk, or similar technical support role.
- Prior customer service experience with a demonstrated commitment to delivering an exceptional user experience.
- Associate degree, coursework in Information Technology, or an equivalent combination of education and experience.
- Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Entra ID, and Azure environments.
- Strong knowledge of hardware, peripherals, software, and remote troubleshooting techniques.
- Working knowledge of network infrastructure concepts and change management practices.
- Knowledge of ITIL incident, service request, problem, and change management processes.
- Excellent verbal and written communication skills and the ability to effectively support users at all levels of the organization.
- Ability to safeguard the confidentiality, security, and integrity of company and client systems and data.
Nice To Haves
- Industry certifications such as CompTIA A+, MD-100 Windows Client, Microsoft 365 Fundamentals (MS-900), or similar certifications.
Responsibilities
- Resolve incidents and service requests within SLA expectations, including onboarding and offboarding activities.
- Provide advanced support for applications, devices, peripherals, and meeting room technologies.
- Serve as a Tier II escalation resource for Service Desk team members.
- Participate in an on-call rotation to support customer technology issues.
- Assess, prioritize, troubleshoot, and resolve technical issues with a customer-first approach.
- Coordinate with IT teams to drive complex issues through resolution.
- Assist with solution testing and validation activities.
- Create and deliver technical communications to internal and external customers.
- Maintain knowledge base articles and self-service documentation.
- Train and onboard employees and external resources on technical processes and customer service expectations.
- Contribute to continuous improvement initiatives by evaluating and implementing new technologies, processes, and tools.
Benefits
- Competitive salary and bonus package.
- Comprehensive medical, dental, and vision insurance.
- Tax-advantaged healthcare accounts.
- 401(k) plan with generous employer match.
- Income protection benefits.
- Individual learning and development budget.
- Robust time off plans and workplace flexibility.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
