Overnight Service Desk Analyst

Crossfuze • Minneapolis, MN

5d • Hybrid

About The Position

Virteva is seeking a Service Desk Analyst to provide overnight technical support to clients. The position works 10:00 p.m. to 8:30 a.m., Wednesday through Saturday, and provides support for hardware, software, and network issues. The employee will initially work in the Minnetonka, Minnesota office for six months of training. After completing all training tasks, the employee will be eligible for a hybrid setting, with flexibility to work from home and in the office.

The role involves responding to phone inquiries, tickets, and alerts; documenting customer interactions; maintaining tickets in accordance with service-level agreements; and following the organization’s ITIL-aligned delivery processes. The analyst will also recognize and escalate complex issues, work collaboratively with colleagues and partners, and assist with coaching or training as needed.

The position offers $20 per hour. Virteva/Crossfuze provides training and development opportunities and promotes from within. Benefits include paid leave, healthcare, a 401(k) with employer match, bereavement leave, and a Calm app subscription for the employee and five people of their choice.

Requirements

• Experience in a technical support or customer service role is preferred.
• Working knowledge of technologies including Windows 7, Windows 8, Windows 10, Windows 11, desktop and notebook hardware, Windows Server, and general networking technologies.
• Basic knowledge of email (Exchange/Office 365), Active Directory, ITIL, and server hardware.
• Energetic, self-starting approach and commitment to integrity.
• Ability to work effectively with teammates, partners, and internal staff both in person and remotely.
• Strong written and verbal English communication skills.
• Ability and desire to learn new technologies.
• Ability to prioritize multiple tasks, anticipate situations, and take quick action.
• Typing speed of at least 40 words per minute.

Nice To Haves

• Bachelor’s degree, technical degree, or certifications preferred.

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 customer interactions in detail in accordance with company policy and customer requirements.
• Update tickets according to service-level agreements (SLAs).
• Follow the Virteva/Crossfuze delivery process and ITIL guidelines for incident, problem, change, and knowledge management.
• Recognize and escalate more difficult problems.
• Provide 24/7/365 client support; shifts may include nights, weekends, and holidays.
• Maintain professional, high-quality customer interactions, whether working in the office or remotely.
• Work effectively with the Virteva/Crossfuze team, partners, and internal staff.
• Assist with coaching and training as needed.
• Perform other duties as assigned.

Benefits

• Training and development opportunities.
• Paid maternity and paternity leave for biological birth and adoption.
• Newborn, adoption, and fertility assistance.
• Additional PTO day for mental health.
• Competitive paid time off.
• Healthcare plan.
• 401(k) with employer match.
• 10 days of bereavement leave.
• Premium Calm app subscription for each employee and five additional people of the employee’s choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed