Service Desk Support Analyst

Virtelligence•St. Paul, MN

10d

About The Position

This role involves providing timely and consistent IT phone-based user support to maintain a high-quality end-user experience. The analyst will be responsible for meeting real-time service objectives (RSOs), ensuring proper documentation and escalation of incidents and requests, and responding to incidents and service requests within defined RSOs. Key duties include documenting troubleshooting steps and resolutions, escalating issues appropriately, maintaining knowledge base accuracy, following security and identity verification procedures, and providing knowledge transfer.

Requirements

High school diploma/GED with four (4) years’ experience in Technical Support roles
An Associates degree substitutes for 2 years of experience
A Bachelor’s degree substitutes for 4 years of experience

Nice To Haves

Knowledge of computer hardware, software, and mobile device components.
Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
Knowledge of Active Directory, Group Policy, and endpoint security tools.
Knowledge of ITIL best practices for incident and asset management.
Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
Skilled in prioritizing and resolving service tickets efficiently.
Skilled in communication and collaboration with users, technical staff, and management.
Skilled in analyzing and identifying trends or root causes of recurring technical issues.
Ability to identify potential IT security-related situations.
Ability to deliver high-quality, customer-focused technical support.
Ability to manage multiple priorities and meet deadlines in a dynamic environment.
Ability to adapt to evolving technologies and organizational needs.