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Service Desk Support Analyst
Location
Minnesota
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Service Desk Support Analyst
Omm IT Solutions
• 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
Job Requirements
- High school diploma/GED with four (4) years' experience in Technical Support roles
- An Associates degree substitutes for 2 years of experience
- A Bachelor’s degree substitutes for 4 years of experience
- 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
- Ability to deliver high-quality, customer-focused technical support
- Ability to manage multiple priorities and meet deadlines in a dynamic environment.
Benefits
- Remote work options with rare on-site meetings
- Medical, dental, and vision insurance
- Paid time off
- Equipment allowances
- Professional development opportunities
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