Local Service Desk

Job ID: MN-3828 (90090802)

Hybrid/Local Service Desk/Desktop Support Analyst (15+) with hardware/software/mobile devices, Windows/macOS, networking, Active Directory, ITIL, ticketing, phone-based support experience

Location: St. Paul, MN (MNIT)
Duration: 12 Months

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

•     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