Service Desk Analyst

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

Benefits offered by this job

Hybrid work options

Healthcare plan

401(k) with employer match

Paid time off

Job summary

Virteva | A Crossfuze Company is seeking a Service Desk Analyst to join our team in Minneapolis with hybrid work options. The role involves handling initial inquiries, troubleshooting hardware and software, and monitoring ServiceNow tickets to ensure timely responses.

Ideal candidates have a background in technical support or customer service, with a Bachelor’s or technical degree and knowledge of Windows OS, Exchange/Office 365, AD, and ITIL processes.

Qualifications

• Experience in a technical support or customer service role preferred.
• Bachelor’s degree, technical degree or certifications preferred.
• Working knowledge of Windows operating systems, hardware, networking, and basic email/AD/server concepts.

Responsibilities

• Take initial inquiries and troubleshoot hardware, software, or network problems.
• Monitor tickets in ServiceNow and respond per SLAs.
• Document customer interactions with high detail per policy and requirements.

Skills

Technical support

Customer service

Windows OS

ITIL

Active Directory

English communication

Learning mindset

Education

Bachelor’s degree or technical degree

Certifications preferred

Tools

ServiceNow

Exchange/Office 365

Job description

Description

Virteva is looking for a Service Desk Analyst to join our team.

Department: Service Desk

Location: Minneapolis

Compensation: $20.00 / hour

Position Responsibilities

• Take initial telephone inquiries and troubleshoot hardware, software, or network problems
• Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
• Document all customer interaction with high attention to detail in accordance with Virteva/Crossfuze policy and customer requirements
• Update all tickets according to Service Level Agreements (SLAs)
• Understand and follow Virteva/Crossfuze’s Delivery Process following ITIL guidelines: incident management, problem management, change management, and knowledge management
• Recognize and elevate more difficult problems
• Provide 24/7/365 support for clients; shifts may include nights, weekends, and holidays
• Maintain professional, quality interactions with customers at all times, either in office or working remotely
• Work as an effective team member with the Virteva/Crossfuze team, partners, and internal staff
• Assist with coaching/ training as needed
• Other duties as assigned

What You Bring

• Experience in a technical support or customer service role preferred
• Bachelor’s degree, technical degree or certifications preferred
• Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, Windows 11, desktop/notebook hardware, Windows Server, and general networking technologies
• Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and server hardware
• Energetic, self-starting mentality with value placed on integrity
• Ability to work as an effective team member with the Virteva team, partners, and internal staff, both in person and remotely
• Strong English communication skills, both written and verbal
• Ability and desire to learn new technologies
• Ability to prioritize multiple tasks, anticipate situations, and take quick action
• Typing speed of 40 words per minute or faster

Benefits/Compensation

We want our employees to make their career with Virteva/Crossfuze. With an emphasis on promoting from within, we provide training and development opportunities to all employees who seek to learn and grow in their careers.

• Working options for hybrid, in-office, and remote settings dependent on the role

Your time is valuable, both at work and away from it. We look ahead and support you in your professional goals. While also offering family-friendly benefits.

• Paid maternity and paternity leave for biological birth and adoption
• Newborn, adoption and fertility assistance
• Additional PTO day for mental health
• Competitive paid time off
• Healthcare Plan
• 401(k) with employer match
• 10 days toward bereavement leave

Virteva/Crossfuze believes in promoting mindfulness, relaxation, and wellness. We offer a premium subscription to the Calm app for every employee as well as 5 additional people of the employees’ choice.

Work Environment

• While performing the duties of this position, the employee will be required to work in our office in Minnetonka, MN for the first 6 months of training
• Following completion of all training tasks, the employee will be eligible to work in a hybrid setting with flexibility to work both from home and in the office

Hourly Compensation Range

The compensation range for this position is $20 per hour. Many factors are taken into consideration when determining the compensation rate for a potential new employee including years of experience, training and education, geographic location, and other factors.

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.