Service Desk Support Analyst (Remote with occasional planned onsite meetings)

Job Description Service Desk Support Analyst

Location: Saint Paul, Minnesota (Remote with occasional planned onsite meetings)

Schedule: Monday Friday, 8-hour shift between 6:30 AM and 5:00 PM (start time assigned after onboarding).

Work Location

This position is primarily remote. The selected resource will work remotely during regular business hours while providing Service Desk support to users. Occasional on-site meetings may be required, and any on-site attendance will be scheduled in advance . The candidate must be able to attend these planned meetings if requested.

Job Responsibilities

• Provide IT Service Desk support to approximately 5,000 end users.
• Resolve password resets, account unlocks, and access-related issues.
• Troubleshoot Windows, macOS, Microsoft 365, VPN, printers, and desktop hardware/software.
• Log, document, troubleshoot, and resolve incidents and service requests.
• Escalate issues to appropriate support teams when required.
• Maintain accurate ticket documentation and knowledge base articles.
• Follow IT security and identity verification procedures.
• Meet established service response objectives (RSOs).

Required Qualifications

• High School Diploma/GED with 4+ years of Technical Support experience.
• Associate's Degree substitutes for 2 years.
• Bachelor's Degree substitutes for all 4 years of required experience.
• Strong customer service and communication skills.
• Ability to diagnose and resolve desktop and application issues efficiently.

Preferred Skills

• Windows and macOS administration and troubleshooting.
• Microsoft 365 support.
• Active Directory and Group Policy.
• TCP/IP, DNS, DHCP, VPN fundamentals.
• Endpoint security tools.
• ITIL-based incident management.
• Ability to prioritize multiple service tickets in a fast-paced environment