Hybrid Service Desk Analyst II — Advanced IT Support

SunStream Business Services; United States; Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with match

Learning budget

Paid time off

Job summary

SunStream Business Services in Minnesota seeks a Service Desk Analyst II to deliver advanced technical support for applications, devices, peripherals, and end-user technology. You will serve as a Tier II escalation resource, investigate root causes, and ensure a positive customer experience from start to finish.

The role offers a hybrid work environment, combining on-site support at our St. Paul office with client locations across the Twin Cities and some remote work opportunities.

Qualifications

• 3+ years in a Service Desk/Help Desk role.
• Customer service experience with a focus on user experience.
• Associate degree or IT coursework; relevant certifications preferred.

Responsibilities

• Resolve incidents and requests within SLA; onboarding/offboarding.
• Provide advanced support for applications, devices and meeting room tech.
• Serve as Tier II escalation resource for teammates.
• Participate in on-call rotation to support issues.
• Assess, troubleshoot and resolve issues with a customer-first approach.
• Coordinate with IT teams to drive complex issues to resolution.
• Assist with testing and validation activities.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Problem-solving

SLA adherence

On-call rotation

Education

Associate degree or IT coursework

CompTIA A+

MD-100 Windows Client

MS-900 Microsoft 365 Fundamentals

Tools

Microsoft Windows

Microsoft 365

Active Directory

Entra ID

Azure

Job description

SunStream Business Services in Minnesota seeks a Service Desk Analyst II to deliver advanced technical support for applications, devices, peripherals, and end-user technology. You will serve as a Tier II escalation resource, investigate root causes, and ensure a positive customer experience from start to finish.

The role offers a hybrid work environment, combining on-site support at our St. Paul office with client locations across the Twin Cities and some remote work opportunities.