Service Desk Support Analyst

🔥 8 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $67k - $73k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Trissential

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2003

🏥 Healthcare

📦 Logistics

📣 Marketing

Healthcare • Logistics • Marketing

Trissential is a management consulting firm that focuses on delivering innovative solutions and services in areas such as data and analytics, quality assurance, and digital product development. As part of Expleo, Trissential harnesses the power of global reach and local trust to assist organizations in navigating technological changes and achieving strategic alignment. With a commitment to high-performing teams and their extensive experience in various industries including healthcare and financial services, Trissential aims to provide tailored solutions that drive success for its clients.

📋 Description

• Provide timely, professional, and consistent phone-based IT support to end users • Deliver a high-quality customer experience by resolving incidents and service requests efficiently • Meet established Real-Time Service Objectives (RSOs) and support performance goals • Document incidents, requests, troubleshooting activities, and resolutions accurately within service management tools • Respond to technical issues within defined service level expectations • Troubleshoot hardware, software, mobile device, and connectivity-related issues • Escalate incidents appropriately when advanced support is required • Maintain accurate and up-to-date knowledge base documentation • Follow security protocols and identity verification procedures when assisting users • Identify potential security concerns and escalate according to established processes • Participate in knowledge-sharing and knowledge-transfer activities to improve team effectiveness

🎯 Requirements

• Experience providing technical support, help desk support, service desk support, or customer-facing IT support • Strong understanding of computer hardware, software, and mobile device technologies • Knowledge of Windows, macOS, and mobile operating systems, including basic configuration and troubleshooting • Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN technologies • Familiarity with Active Directory, Group Policy, and endpoint security solutions • Ability to diagnose and resolve hardware, software, and connectivity issues effectively • Strong organizational skills with the ability to manage multiple support requests simultaneously • Excellent verbal and written communication skills with a customer-first mindset • Ability to identify recurring issues and contribute to root cause analysis and process improvements • Ability to adapt to changing technologies, priorities, and business needs • Bonus Points If You Have • Experience working in a high-volume Service Desk or Help Desk environment • Exposure to ITIL best practices, including incident, problem, and asset management processes • Experience using ticketing or IT service management platforms • Familiarity with endpoint management and security administration tools • Experience supporting remote users and distributed workforces • Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or similar

🏖️ Benefits

• Competitive Compensation • Comprehensive Benefits for you and your dependents • Extensive Medical Plans • Dental • Vision • HSA with company contribution • Company sponsored Life Insurance • Short / Long term disability insurance • A host of voluntary plans including legal, hospital, accident, pet wellness • 401k with matching • Paid Holidays and Paid Time Off • Career Development and Advancement • Strong Team Culture