Service Desk Analyst

Emergent Staffing; Wayzata (MN); On-site; USD 55,000 - 65,000; Full time

Job summary

Emergent Staffing is seeking an IT Service Desk Analyst to provide first-line technical support across hardware, software, and applications. The role is on-site in Maple Plain, MN, and requires US work authorization.

You will respond to tickets, troubleshoot issues, and document resolutions while delivering excellent customer service. The ideal candidate has at least 2 years of IT support experience, an associate degree or equivalent, and hands-on experience with Active Directory, Exchange,

Qualifications

• Associate's degree or equivalent combination of education and experience.
• Minimum of 2 years of IT support experience.
• Technical education or training with a genuine passion for technology and continuous learning.
• Experience supporting and troubleshooting Active Directory, Microsoft Exchange, Windows operating systems, imaging and deployment systems, ticketing systems, VDI, networking technologies, and VoIP systems.

Responsibilities

• Respond to and resolve IT Service Desk tickets or Escalate issues to the appropriate support teams.
• Provision, disable, and modify user accounts and access permissions.
• Troubleshoot hardware, software, account, and end-user computer issues.
• Escalate complex Tier 2 and Tier 3 technical issues to specialized teams.
• Maintain and update technical documentation, procedures, and knowledge base resources.
• Provide after-hours support as part of an on-call rotation schedule.
• Deliver exceptional customer service while supporting users across the organization.

Skills

Excellent communication

Customer service

Problem solving

Team collaboration

Organizational skills

Detail-oriented

Multitasking

Education

Associate's degree or equivalent

Tools

Active Directory

Microsoft Exchange

Windows OS

Imaging & deployment

Ticketing systems

VDI

Networking

VoIP systems

PowerShell scripting

Job description

**This is a direct hire for one of our clients located in the Maple Plain, MN area working on site. Eligible candidates must be authorized to work in the US without sponsorship or visa.**

Our client is seeking an IT Service Desk Analyst to provide first-line technical support for end users across a variety of systems, applications, devices, and hardware. This role is responsible for troubleshooting technical issues, managing user access, documenting resolutions, and ensuring a high level of customer service. The ideal candidate is a technology enthusiast with strong problem-solving skills, excellent communication abilities, and a desire to learn and grow within IT.

Responsibilities

• Respond to and resolve IT Service Desk tickets or escape issues to the appropriate support teams.
• Provision, disable, and modify user accounts and access permissions.
• Troubleshoot hardware, software, account, and end-user computer issues.
• Escalate complex Tier 2 and Tier 3 technical issues to specialized teams.
• Maintain and update technical documentation, procedures, and knowledge base resources.
• Provide after-hours support as part of an on-call rotation schedule.
• Deliver exceptional customer service while supporting users across the organization.

• Document, track, and monitor issues using established ticketing systems and support tools.

Qualifications

• Associate's degree or equivalent combination of education and experience.
• Minimum of 2 years of IT support experience.
• Technical education or training with a genuine passion for technology and continuous learning.
• Experience supporting and troubleshooting:
  • Active Directory
  • Microsoft Exchange
  • Windows operating systems
  • Imaging and deployment systems
  • Ticketing systems
  • Virtual Desktop Infrastructure (VDI)
  • Networking technologies
  • VoIP systems
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Customer-focused mindset with strong service orientation.
• Ability to prioritize multiple tasks and remain organized in a fast-paced environment.
• Detail-oriented with the ability to follow processes and procedures.
• Collaborative team player who works effectively across departments.

Nice-to-Have Skills

Experience with the following technologies is highly desirable:

• Microsoft 365
• Microsoft Teams
• Exchange Server
• Active Directory
• VPN technologies
• Antivirus solutions
• Email security and spam filtering tools
• Windows operating systems
• Imaging and deployment solutions
• PowerShell scripting

The successful candidate is a motivated IT professional who enjoys helping others, thrives on solving technical problems, and is eager to continue building their technical knowledge. If you're passionate about technology, customer service, and working as part of a collaborative team, we'd love to hear from you.

Our Vetting Process

At Emergent Staffing, we work hard to find the employees who are the right fit for our clients. Here are the steps of our vetting process for this position:

1. Application (5 minutes)
2. Online Assessment (40-60 minutes)
3. Initial Video Interview (30-45 minutes)
4. Client On-site Interview (60 minutes)
5. Job Offer!