Service Desk Support Analyst
Location: Minnesota (Remote)
Employment Type: Contract
Schedule: Standard Business Hours (Occasional On-Site Meetings as Required)
Experience: 2–4+ Years of Technical Support or Service Desk Experience
About the RoleWe are seeking a customer-focused Service Desk Support Analyst to provide first-level technical support in a fast-paced enterprise environment. This role is responsible for resolving IT incidents, supporting end users, troubleshooting hardware and software issues, and delivering exceptional customer service while meeting established service level objectives.
ResponsibilitiesProvide technical support to end users via phone, email, and remote support tools.
Troubleshoot and resolve issues related to Windows, macOS, Microsoft 365, VPN connectivity, printers, mobile devices, and desktop hardware/software.
Perform user account administration, password resets, account unlocks, and Active Directory support while following security protocols.
Log, track, document, and resolve incidents using enterprise ITSM/ticketing systems, escalating complex issues when appropriate.
Maintain accurate documentation, contribute to knowledge base articles, and recommend process improvements to enhance service delivery.
RequirementsHigh School Diploma/GED with 4+ years, Associate Degree with 2+ years, or Bachelor's Degree in Information Technology, Computer Science, or a related field.
Experience supporting Windows 10/11, macOS, Microsoft 365, Active Directory, Group Policy, VPN, TCP/IP, DNS, DHCP, and remote users.
Strong troubleshooting skills for desktop hardware, software, printers, mobile devices, and endpoint technologies.
Excellent communication, customer service, analytical, and problem-solving skills.
ITIL Foundation, CompTIA A+, Network+, Microsoft, or other relevant technical certifications preferred.
Position HighlightsSpecialty: Information Technology
Sub Specialty: Service Desk / Technical Support
Employment Type: Contract
Work Location: Remote (Occasional On-Site Meetings)
Environment: Enterprise IT Support
Technologies: Windows 10/11, macOS, Microsoft 365, Active Directory, Group Policy, VPN, TCP/IP, DNS, DHCP, Endpoint Security, ITSM, Remote Support Tools
Join a collaborative IT team where your technical expertise and customer-focused approach will help deliver reliable support while ensuring a seamless technology experience for end users.