Hybrid Service Desk Analyst II – IT Support & Escalations

Sweeping Corporation of America; Saint Paul (MN); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive medical, dental and vis…

401(k) plan with generous employer m…

Income protection benefits

Learning & development budget

Time off and workplace flexibility

Job summary

SunStream Business Services in Saint Paul, MN is seeking a Service Desk Analyst II to provide advanced technical support for applications, devices, and end-user technologies. You will act as an escalation point and resolve issues with a customer-first approach, while supporting on-site, client locations, and remote work.

The ideal candidate has 3+ years in service desk roles, strong communication, and certifications such as CompTIA A+ or MS-100/MS-900.

Qualifications

• Minimum 3 years in a Service Desk or Help Desk role.
• Customer service experience with focus on user experience.
• Associate degree or equivalent in IT or related field.

Responsibilities

• Resolve incidents and service requests within SLA expectations.
• Provide advanced support for applications, devices, peripherals, and meeting room tech.
• Serve as a Tier II escalation resource for the Service Desk.
• Participate in on-call rotation to support customer technology issues.
• Coordinate with IT teams to drive complex issues to resolution.
• Assist with solution testing and validation activities.

Skills

Service desk experience

Customer service

Windows / M365 / AD / Entra ID / Azure

ITIL knowledge

Strong communication

Hybrid/remote support

Education

Associate degree or equivalent

Tools

CompTIA A+

MD-100 Windows Client

MS-900 Microsoft 365 Fundamentals

Job description

SunStream Business Services in Saint Paul, MN is seeking a Service Desk Analyst II to provide advanced technical support for applications, devices, and end-user technologies. You will act as an escalation point and resolve issues with a customer-first approach, while supporting on-site, client locations, and remote work.

The ideal candidate has 3+ years in service desk roles, strong communication, and certifications such as CompTIA A+ or MS-100/MS-900.