Job Description
Job Description
We are looking for a Help Desk/Desktop Support Analyst to deliver responsive technical assistance to employees in a primarily Mac-based environment in Mendota Heights, Minnesota. Looking for someone who enjoys solving day-to-day technology issues, supporting end users with professionalism, and keeping service requests moving efficiently. The role offers the opportunity to handle a steady stream of support needs while contributing to a reliable and positive user experience.
Responsibilities:
• Provide timely support for end-user technical issues involving hardware, software, login access, and general desktop functionality while managing a consistent daily ticket workload.
• Troubleshoot and resolve problems across macOS devices, with additional support for Windows-based systems and standard business applications as needed.
• Coordinate onboarding and offboarding activities by preparing user accounts, setting up devices, and helping ensure employees have the access they need.
• Maintain accurate service records by documenting incidents, solutions, and repeatable processes within the ticketing platform.
• Route more advanced or specialized issues to the appropriate internal teams and follow through to support resolution.
• Deliver clear, customer-focused communication to users while balancing priorities in a fast-paced help desk setting.
• At least 1 year of experience in help desk, desktop support, or a similar technical support role.
• Hands-on experience supporting macOS in a business environment.
• Working knowledge of Windows 10 and general Microsoft-based desktop environments.
• Familiarity with Active Directory and basic user access support tasks.
• Experience using a ticket management system such as ServiceNow, Jira, or a comparable platform.
• Strong troubleshooting ability with hardware, software, and user access issues.
• Effective communication skills and a service-oriented approach to end-user support.