IT Service Desk Analyst

Ledgent Technology; Owatonna (MN); On-site; USD 33,000 - 40,000; Full time

Job summary

Ledgent Technology in Owatonna, MN is seeking a Service Desk Support Analyst on a 90‑day contract to deliver hands‑on IT support for about 1,000 employees across office and manufacturing environments.

You will troubleshoot hardware/software issues, manage tickets, deploy devices, assist with password resets, and ensure uninterrupted operations while delivering excellent customer service. This onsite role emphasizes strong troubleshooting and teamwork.

Qualifications

• 2+ years in Service Desk/Help Desk/Desktop Support/Technical Support.
• Strong troubleshooting in Microsoft Windows environments.
• Experience with desktop and laptop hardware.
• Familiarity with Microsoft Office and Adobe products.
• Experience with ticketing systems (Cherwell, EasyVista, ServiceNow, Jira Service Management).
• Ability to communicate technical concepts to non‑technical users.
• Strong organizational skills and ability to manage multiple priorities.
• Commitment to excellent customer service.

Responsibilities

• Provide responsive technical support for employees in office and manufacturing environments.
• Troubleshoot hardware, software, account access, and device‑related issues.
• Manage and resolve support tickets with detailed documentation.
• Assist users with password resets and account administration.
• Configure, deploy, and support desktops, laptops, printers, scanners, and other endpoint devices.
• Participate in large‑scale laptop refresh and deployment initiatives.
• Support Microsoft-based applications and operating systems.
• Escalate complex issues and collaborate with IT team for timely resolution.
• Maintain records of technology assets and equipment inventory.
• Contribute to process improvements and documentation within IT support.
• Provide excellent customer service in face‑to‑face and phone support.

Skills

Windows troubleshooting

Desktop/Laptop hardware

Ticketing systems

Customer service

End-user communication

Organizational skills

Education

Associate's or Bachelor's degree in IT or related field

Tools

Cherwell

EasyVista

ServiceNow

Jira Service Management

Job description

Salary: USD24 - USD29 per hour

Service Desk Support Analyst (Contract)

Location: Owatonna, Minnesota (Onsite)
Duration: 90-Day Contract with Possible Extension
Schedule: Monday-Friday, 7:00 AM-4:00 PM or 8:00 AM-5:00 PM
Compensation: $24-29/hour

Position Overview

A manufacturing organization is seeking a customer-focused Service Desk Support Analyst to provide hands‑on technical support across a large operational environment supporting nearly 1,000 employees. This role will serve as a key member of a small IT support team responsible for assisting office personnel, production‑floor employees, and plant operations systems.

The ideal candidate combines strong technical troubleshooting skills with a service‑first mindset and enjoys working directly with end users in a fast‑paced environment. This individual will support a wide range of hardware, software, access management, and device deployment initiatives while helping ensure uninterrupted business operations.

What You'll Do

• Deliver responsive technical support for employees across office and manufacturing environments.
• Troubleshoot hardware, software, account access, and device‑related issues.
• Manage and resolve support tickets while maintaining detailed documentation.
• Assist users with password resets, account administration, and application access requests.
• Configure, deploy, and support desktops, laptops, printers, scanners, and other endpoint devices.
• Participate in a large‑scale laptop refresh and deployment initiative.
• Support Microsoft‑based applications and operating systems.
• Escalate complex issues when necessary and collaborate with other IT team members to ensure timely resolution.
• Maintain accurate records of technology assets and equipment inventory.
• Contribute to process improvements and documentation within the IT support organization.
• Provide excellent customer service in both face‑to‑face and phone‑based support interactions.

Required Qualifications

• 2+ years of experience in a Service Desk, Help Desk, Desktop Support, or Technical Support role.
• Strong troubleshooting skills within Microsoft Windows environments.
• Experience supporting desktop and laptop hardware.
• Familiarity with Microsoft Office applications and Adobe products.
• Experience working with ticketing systems such as Cherwell, EasyVista, ServiceNow, Jira Service Management, or similar platforms.
• Ability to communicate technical concepts clearly to non‑technical users.
• Strong organizational skills and the ability to manage multiple priorities.
• Demonstrated commitment to delivering exceptional customer service.

Preferred Qualifications

• Experience supporting users in manufacturing, warehouse, or production environments.
• Exposure to endpoint deployment projects or device refresh initiatives.
• Basic understanding of networking concepts.
• Technical certifications such as CompTIA A+, Microsoft, or similar credentials.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related discipline.
• Onsite position within a manufacturing and office setting.
• Daily interaction with employees across multiple operational departments.
• Support coverage is focused on standard daytime business hours.
• No on‑call responsibility during the contract assignment.