Service Desk Support Analyst - St. Paul, MN - Hybrid w/infrequent onsite required

Requirements

• Provide timely and consistent IT phone-based user support
  


• Maintain high-quality end-user experience
  


• Meet real-time service objectives (RSOs)
  


• Ensure proper documentation and escalation of incidents and requests
  


• Respond to incidents and service requests within defined RSOs
  


• Document troubleshooting steps and resolutions
  


• Escalate issues appropriately
  


• Maintain knowledge base accuracy
  


• Follow security and identity verification procedures
  


• Provide knowledge transfer
  

• 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.