Job Description
Job DescriptionWe are looking for a dedicated Help Desk Analyst I to join our team in Minnetonka, Minnesota. In this long-term contract position, you will be responsible for providing exceptional technical support and customer service, ensuring issues are resolved efficiently and accurately. This role offers an opportunity to work in a collaborative environment while developing your expertise in various technologies.
Responsibilities:
• Monitor incoming tickets and system alerts in ServiceNow, responding promptly and appropriately.
• Document customer interactions with precision and maintain detailed records in line with organizational standards.
• Update and manage tickets in accordance with established Service Level Agreements.
• Follow organizational guidelines for delivery processes, including incident, problem, change, and knowledge management.
• Escalate complex issues when necessary to ensure timely resolution.
• Accurately record customer impact, resolution steps, and prioritize tasks based on policy and client needs.
• Manage incident recovery, performance monitoring, and reporting with a focus on data accuracy.
• Provide after-hours support, including nights and weekends, and participate in structured on-call rotations.
• Foster attentive and quality interactions with customers while delivering excellent service.
• Collaborate effectively with team members, partners, and internal staff to achieve shared goals.
• 2+ years of previous experience in technical support
• A Bachelor’s degree, technical certifications, or equivalent qualifications are preferred.
• Familiarity with technologies such as Windows 7, Windows 8, Windows 10, desktop and notebook hardware, Windows Server, and networking concepts.
• Basic knowledge of email systems (Exchange/Office 365), Active Directory, and server hardware.
• Strong verbal and written communication skills in English.
• Ability to work collaboratively within a team and maintain a proactive approach.
• Demonstrated ability to learn new technologies and adapt quickly to changing needs.