Information Technology Help Desk Analyst

Teceze; Plymouth (MN); On-site; USD 50,000 - 60,000; Full time

Job summary

Teceze is seeking a Help Desk Analyst in Plymouth, MN to diagnose, troubleshoot, document, and resolve Tier 1 issues across computers, apps, and AV equipment. On-desk coverage is Mon–Fri 7:30 AM–3:30 PM Mountain Time, with evenings, weekends, and holidays included.

You will handle walk-up, phone, chat, email, and ServiceNow tickets, escalate to L2/L3 as needed, and use remote tools for troubleshooting. Strong Microsoft 365, Intune, SCCM, and Windows OS skills are required.

Qualifications

• Hands-on knowledge of Microsoft 365 end-user applications.
• Experience with Microsoft Intune, SCCM, and Windows OS.
• Familiarity with ITIL/ITSM processes.
• Strong technical aptitude and problem-solving skills.
• Excellent customer service and professional communication skills.
• Ability to troubleshoot issues effectively and elevate when beyond Tier 1 scope.

Responsibilities

• Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow
• Create, document, update, and elevate tickets to L2/L3 support teams
• Proactively communicate with users through ServiceNow, phone, email, and Microsoft Teams
• Perform remote troubleshooting using approved remote support tools
• Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues
• Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies
• Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications
• Contribute to knowledge creation, shift-left initiatives, and self-service enablement
• Follow established Help Desk/IT Operations policies, processes, and service standards

Skills

Microsoft 365

Customer service

Communication

Problem solving

Team collaboration

Tools

Microsoft Intune

SCCM

Windows OS

ServiceNow

Remote support tools

Job description

The Help Desk Analyst will diagnose, troubleshoot, document, and resolve Tier 1 technical issues involving computers, desktop applications, systems, Microsoft 365, endpoint technologies, and conference room/AV equipment.

Coverage:

• On Desk coverage from Monday through Friday, 7:30 AM to 3:30 PM Mountain Time at Plymouth, Minnesota
• Critical Priority 1 issues only
• Coverage triggered through PagerDuty
• Includes evenings, weekends, and holidays

Key Responsibilities

• Provide Tier 1 support through walk-up, phone, chat, email, and ServiceNow
• Create, document, update, and elevate tickets to L2/L3 support teams
• Proactively communicate with users through ServiceNow, phone, email, and Microsoft Teams
• Perform remote troubleshooting using approved remote support tools
• Troubleshoot conference room and meeting room technology and coordinate with OEMs for break/fix issues
• Perform Level 1 troubleshooting and SOP-based resolution for end-user technologies
• Support Microsoft 365, SCCM, Intune, Windows OS, and desktop applications
• Contribute to knowledge creation, shift-left initiatives, and self-service enablement
• Follow established Help Desk/IT Operations policies, processes, and service standards

Required Skills & Knowledge

• Hands-on knowledge of Microsoft 365 end-user applications
• Experience with Microsoft Intune, SCCM, and Windows OS
• Familiarity with ITIL/ITSM processes
• Strong technical aptitude and problem-solving skills
• Excellent customer service and professional communication skills
• Ability to troubleshoot issues effectively and elevate when beyond Tier 1 scope