Service Desk Support Analyst II - Minneapolis, MN

Road Safety Services • Minneapolis, MN

8d • Hybrid

About The Position

Road Safety Services, Inc. (RSS) is seeking a Service Desk Support Analyst II to provide advanced technical support across more than 50 locations and multiple operating companies. This role combines remote service desk support with hands-on field work, supporting end users, infrastructure, Microsoft cloud technologies, and IT projects. Success in this role requires strong troubleshooting skills, initiative, and a mindset focused on continuous improvement through automation and AI. The ideal candidate will leverage AI tools like Microsoft Copilot, ChatGPT, or Claude to research issues, create documentation, develop scripts, and improve efficiency while exercising sound judgment and validating results.

Requirements

• 4+ years of IT support experience, including at least 2 years in a Tier II or similar role.
• Experience administering and troubleshooting Microsoft Entra ID (Azure AD).
• Experience supporting Microsoft 365 environments.
• Strong knowledge of Windows operating systems, hardware support, and networking fundamentals.
• Experience with ticketing systems, remote support tools, and IT asset management.
• Demonstrated ability to balance remote support with hands-on field work.
• Experience using AI tools such as Copilot, ChatGPT, or Claude to improve productivity.
• Strong troubleshooting, communication, and customer service skills.
• Valid driver's license and ability to travel.

Nice To Haves

• Experience supporting multi-site organizations.
• PowerShell, Power Automate, or other automation experience.
• Experience with networking infrastructure and office buildouts.
• CompTIA, Microsoft, ITIL, or similar certifications.
• Experience supporting hybrid and cloud-based environments.

Responsibilities

• Provide remote support via phone, email, and remote access tools.
• Troubleshoot and resolve complex hardware, software, network, and system issues.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Use AI tools to accelerate research, diagnostics, scripting, and documentation while validating outputs before implementation.
• Provide on-site support at offices and operational locations.
• Install, upgrade, repair, and replace computers, servers, printers, and peripherals.
• Configure and maintain network equipment including switches, routers, wireless devices, and cabling.
• Support office relocations, expansions, and new site launches.
• Administer and troubleshoot Microsoft Entra ID and Microsoft 365.
• Manage user provisioning, access controls, groups, SSO, and MFA.
• Maintain security best practices and user access governance.
• Identify opportunities to automate repetitive tasks using PowerShell, Power Automate, or similar tools.
• Create and maintain documentation, knowledge base articles, and technical procedures.
• Analyze support trends and recommend improvements to processes, technology, and service delivery.
• Partner with IT team members and business stakeholders to resolve escalated issues.
• Mentor Tier I support staff and share best practices.
• Participate in projects supporting company growth, acquisitions, and operational efficiency.

Benefits

• Support a growing nationwide organization
• Work with modern technologies
• Play a key role in keeping our teams productive and connected
• Encourage innovation, continuous learning, and practical use of AI and automation to improve how work gets done

What This Job Offers

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