Hybrid Service Desk Analyst – IT Support

Virteva | A Crossfuze Company; Minnetonka (MN); Hybrid; USD 23,000 - 32,000; Full time

Benefits offered by this job

Hybrid/onsite work options

Healthcare plan

401(k) with employer match

Calm app subscription

Job summary

Virteva is looking for a Service Desk Analyst to join our team in Minneapolis, MN. The role focuses on initial troubleshooting, incident/problem/change management per ITIL, and 24/7/365 support, with shifts that may include nights and weekends.

You will work with ServiceNow, Exchange/Office 365, Active Directory, and Windows environments. Strong English communication and a team-oriented attitude are essential for success.

Qualifications

• Experience in a technical support or customer service role.
• Bachelor's degree or technical degree or certifications preferred.
• Working knowledge of Windows 7/8/10/11, desktop hardware, Windows Server and general networking.
• Basic knowledge of Exchange/Office 365, Active Directory, ITIL, and server hardware.
• Energetic, self-starter mentality with integrity.
• Ability to work as a team member in person or remotely.
• Strong English communication skills, both written and verbal.

Responsibilities

• Take initial telephone inquiries and troubleshoot hardware, software, or network problems.
• Monitor tickets and alerts in ServiceNow and respond accordingly.
• Document all customer interactions with high detail per policy and requirements.
• Update tickets according to SLAs.
• Follow ITIL processes: incident, problem, change, knowledge management.
• Recognize and elevate more difficult problems.
• Provide 24/7/365 support; shifts may include nights, weekends, holidays.
• Maintain professional interactions whether in office or remote.
• Work as a team member with Virteva/Crossfuze team and internal staff.
• Assist with coaching/training as needed.
• Other duties as assigned.

Skills

English communication

Team player

Multitasking

Learn new tech

Typing 40 wpm

Customer service oriented

Self-motivated

Education

Bachelor's or technical degree or certs

Tools

Windows OS

Windows Server

Active Directory

ITIL

Exchange/Office 365

ServiceNow

Job description

Virteva is looking for a Service Desk Analyst to join our team in Minneapolis, MN. The role focuses on initial troubleshooting, incident/problem/change management per ITIL, and 24/7/365 support, with shifts that may include nights and weekends.

You will work with ServiceNow, Exchange/Office 365, Active Directory, and Windows environments. Strong English communication and a team-oriented attitude are essential for success.