Jobs
>
Minneapolis

    Service Desk Analyst L1 - Minneapolis, United States - Superior Managed IT

    Superior Managed IT
    Superior Managed IT Minneapolis, United States

    1 day ago

    Default job background
    Description

    Job Description

    Job Description

    Job Purpose:

    Entry-level IT Service Desk Analyst serves as an analyst working in Superior's service desk and providing Level 1 Support Team objectives to customers via remote connection. Their primary focus is providing end-user support of customer technology and addressing customer IT incidents.

    Duties

    • Understand Service Desk L1 Support Team objectives, as well as the role and function of internal team members.
    • Respond to all incidents and service requests for our customer base.
    • Attempt to address end-user incidents within 30 minutes.
    • Escalate >30-minute incidents, IT problems, and service request to the appropriate internal team.
    • Provide remote assistance and control services for supported end-user workstations (Windows, Mac), smart devices (iPhone, Android), etc.
    • On occasion, provide project support assistance, remotely or onsite at customer location, with direction from Superior management or project engineers.
    • Provide incident and problem ticket reviews and reporting to the Service Desk Coordinator as required.
    • Maintain high positive client and user satisfaction and relationships.
    • Collaborate with internal IT teams and/or customers in a timely manner.
    • Leverage IT service management (ticketing) workflow tools for incident and service request handling, tracking, and reporting.
    • Conduct thorough checking and self-checking of information and documentation.
    • Maintain technology files and keep documentation accurate and in good order.
    • Enter all customer (and internal) efforts through daily time entries.

    Qualifications

    • Appropriate Driver's License based on primary job role location - (must work in-office at Superior).
    • Tertiary qualifications in Computer Science/Information Technology or equivalent.
    • Computer-related industry certifications.
    • Position open only to US Persons (US citizen or green card holders)

    Experience/Skill Level Required

    • Bachelor's Degree in Computer Science or related field preferred.
    • 1+ years of IT service desk experience supporting clients over telephone/in-person preferred.
    • Understanding of Foundational Networks (IP Addressing, Subnetting, DNS, DHCP, etc.) preferred.
    • Advanced understanding of operating systems, business applications, printing systems, and network systems preferred.

    Aptitude & Interpersonal Skills

    • Strong communication (written and verbal) and interpersonal skills such as: telephone skills, communication skills, active listening, and customer-care.
    • Ability to work in a team and communicate effectively.
    • Ability to multi-task and adapt to changes quickly.
    • Technical awareness: the ability to match resources to technical issues appropriately.
    • Understand support tools, techniques, and how technology is used to provide services.
    • Typing skills to ensure quick and accurate entry of service request details.
    • Self-motivated with the ability to work in a fast-moving environment.
    • Strong problem-solving and self-learning skills.
    • Show initiative when undertaking tasks.
    • High degree of confidentiality and punctuality.
    • Ability to take, interpret, and follow instructions.
    • Customer service orientation.
    • Committed towards undertaking duties efficiently with a strong attention to detail.
    • Professional personal presentation.
    • Awareness of and ability to work in accordance with Company Policies and Procedures.

    Key Performance Indicators (KPIs)

    • All work hours (40 hours) must be recorded per week.
    • 70%+ of same day response on all reactive tickets (incidents/problems), assessed on quarterly basis.
    • Accurate and detailed documentation.
    • Client and staff satisfaction.
    • Satisfactory achievement of ongoing targets, goals, and objectives as set by Superior Management.
    • Following of instructions and completion of tasks in a timely, accurate, and efficient manner which meet the requirements of the company, client, and required regulatory standards.

    Opportunities for Growth and Career Advancement

    • This position exposes people new to IT to a vast amount of IT technologies, service areas, and business experiences. At 3-months and 1-year from hire date, the staff member will be assessed for review and pending review findings may request to be considered for available internal open positions.
    Company DescriptionCompany Description:

    Superior Managed IT (Superior), headquartered in Arden Hills, MN, is a multi-faceted information technology company that has been providing technical expertise and managed services to small and medium sized businesses, across many industries in the United States and Canada since 1994. Our commitment to serve our clients combined with our desire to embrace and integrate modern technologies, trends, and efficiencies has made Superior a trusted solutions partner for IT services.

    Company Description

    Company Description:\r
    \r
    Superior Managed IT (Superior), headquartered in Arden Hills, MN, is a multi-faceted information technology company that has been providing technical expertise and managed services to small and medium sized businesses, across many industries in the United States and Canada since 1994. Our commitment to serve our clients combined with our desire to embrace and integrate modern technologies, trends, and efficiencies has made Superior a trusted solutions partner for IT services.
  • Direct Travel

    Support Desk Analyst

    6 days ago

    Direct Travel Minneapolis, United States

    Job Description · Job DescriptionSupport Desk Analyst – French Speaking – Remote · Embark on the next step in your career journey with Direct Travel · Direct Travel has an immediate opening for a Support Desk Analyst to work directly with customers, third party vendors, and Dir ...

  • Direct Travel

    Support Desk Analyst

    6 days ago

    Direct Travel Minneapolis, United States

    Job Description · Job DescriptionSupport Desk Analyst – French Speaking – Remote · Embark on the next step in your career journey with Direct Travel · Direct Travel has an immediate opening for a Support Desk Analyst to work directly with customers, third party vendors, and Dir ...

  • Crossfuze Federal Services, LLC

    IT Help Desk Analyst

    4 days ago

    Crossfuze Federal Services, LLC Minneapolis, United States

    Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems · Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly · Document all customer interaction with high attention to detail and accuracy · ...

  • Crossfuze

    IT Help Desk Analyst

    1 week ago

    Crossfuze Minneapolis, United States

    Job Description · Job Description · Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems · Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly · Document all customer interaction with h ...

  • Crossfuze

    IT Help Desk Analyst

    2 days ago

    Crossfuze Minneapolis, United States

    + Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems · + Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly · + Document all customer interaction with high attention to detail and ac ...

  • Crossfuze

    IT Help Desk Analyst

    1 day ago

    Crossfuze Minneapolis, United States

    Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems · Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly · Document all customer interaction with high attention to detail and accuracy · ...

  • Crossfuze

    IT Help Desk Analyst

    3 days ago

    Crossfuze Minneapolis, United States

    Job Description · Job DescriptionTaking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems · Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly · Document all customer interaction with high a ...

  • National Marrow Donor Program

    Service Desk Support Analyst

    5 days ago

    National Marrow Donor Program Minneapolis, United States

    POSITION SUMMARY:Please apply online using a laptop or desktop computer.This position is responsible for providing technology support and troubleshooting for NMDP supplied hardware and software. This role includes recording and tracking incoming incidents to the NMDP Service Desk ...

  • TEKsystems

    IT Service Desk Analyst

    1 week ago

    TEKsystems Saint Paul, MN, United States

    Description: · Job Description: The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, ...

  • TEKsystems

    Service Desk Analyst

    1 week ago

    TEKsystems Saint Paul, MN, United States

    Description: · Job Description: The main function of a technical help desk specialist is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, ...

  • Unisys

    Service Desk Analyst- L1

    1 week ago

    Unisys Hopkins, United States

    What success looks like in this role: * 1st Level telephone and other media contact support . * Strive for a high level of first contact resolution. * Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast ...

  • Hennepin County MN

    IT Support Analyst II

    2 weeks ago

    Hennepin County MN Minneapolis, United States

    The Hennepin County Information Technology (IT) department is seeking a IT Service Desk Support Analyst II to join the IT Enterprise Service Desk team. This position will respond to customers who are experiencing technical issues with computer system Support Analyst, Information ...

  • Direct Travel

    Online Travel Booking Tool Analyst

    6 days ago

    Direct Travel Minneapolis, United States

    Job Description · Job DescriptionSupport Desk Analyst – French Speaking – Remote · Embark on the next step in your career journey with Direct Travel · Direct Travel has an immediate opening for a Support Desk Analyst to work directly with customers, third party vendors, and Dir ...

  • CliftonLarsonAllen

    Senior Application System Analyst

    5 days ago

    CliftonLarsonAllen Minneapolis, United States

    CLA is a top 10 national professional services firm where our purpose is to create opportunities every day, for our clients, our people, and our communities through industry-focused wealth advisory, digital, audit, tax, consulting, and outsourcing services. Even with more than 8, ...

  • Revo Health

    EMR Analyst

    1 week ago

    Revo Health Bloomington, United States

    The EMR Analyst is responsible for support aspects of the electronical medical record system (EMR), including intake systems, scheduling systems, application administration, troubleshooting, assisting with upgrades, assisting with integration projects with other applications, and ...

  • TEKsystems

    Technical Support Analyst

    2 weeks ago

    TEKsystems Minneapolis, United States

    : · A client of TEKsystems is seeking a Helpdesk Support and Systems Analyst position to our Information Technology department. They are looking for a strong applicant with Analyst abilities and experience to collaborate with a team of four other technical support professionals ( ...

  • Direct Travel

    Product Support Analyst

    5 days ago

    Direct Travel Minneapolis, United States

    Product Support Analyst – Remote · Embark on the next step in your career journey with Direct Travel · Direct Travel has an immediate opening for a Support Desk Analyst to work directly with customers, third party vendors, and Direct Travel Account Management/Sales/Operations t ...

  • Direct Travel

    Product Support Analyst

    4 days ago

    Direct Travel Minneapolis, United States

    If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. · Product Support Analyst – Remote · Hourly Full-Time · Professional · Minneapolis, MN, US · 8 days ago · Requisition I ...

  • C4 Technical Services

    Java Spring Application Developer

    5 days ago

    C4 Technical Services Minneapolis, United States

    Web Application Developer · Location: Offshore · The Web Application Developer role will work to transform the organization's portfolio of web applications through best practices and ensure the timely and successful deployment of new features. This individual will apply proven co ...

  • Dice

    SQL Developer/Financial Analyst

    4 days ago

    Dice Minneapolis, United States

    Dice is the leading career destination for tech experts at every stage of their careers. Our client, U.S. Bank, is seeking the following. Apply via Dice today · At U.S. Bank, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smar ...