Remote IT Service Desk Analyst

Performix; South Saint Paul (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

Performix is seeking a full-time Service Desk Support Analyst to provide first-line IT support for roughly 5,000 users. The role emphasizes remote work with occasional on-site meetings planned in advance and covers password resets, account unlocks, Windows and macOS troubleshooting, VPN and Microsoft 365 support, and printer assistance.

You will triage incidents, document steps, follow RSOs, and escalate where needed.

Qualifications

• High school diploma/GED with four (4) years’ experience in Technical Support roles
• An Associates degree substitutes for 2 years of experience
• A Bachelor’s degree substitutes for 4 years of experience

Responsibilities

• Provide timely and consistent IT phone-based user support
• Maintain high-quality end-user experience
• Meet real-time service objectives (RSOs)
• Ensure proper documentation and escalation of incidents and requests
• Respond to incidents and service requests within defined RSOs
• Document troubleshooting steps and resolutions
• Escalate issues appropriately
• Maintain knowledge base accuracy
• Follow security and identity verification procedures
• Provide knowledge transfer

Skills

Windows Troubleshooting

macOS Troubleshooting

VPN Knowledge

Active Directory

ITIL Practices

Hardware & Software

Customer Service

Ticket Prioritization

Root Cause Analysis

Security Awareness

Time Management

Adaptability

Education

High School Diploma or GED

Job description

Performix is seeking a full-time Service Desk Support Analyst to provide first-line IT support for roughly 5,000 users. The role emphasizes remote work with occasional on-site meetings planned in advance and covers password resets, account unlocks, Windows and macOS troubleshooting, VPN and Microsoft 365 support, and printer assistance.

You will triage incidents, document steps, follow RSOs, and escalate where needed.