Service Desk Analyst II — Hybrid & Escalation Pro

SunStream Business Services; Saint Paul (MN); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Tax-advantaged healthcare accounts

401(k) with employer match

Income protection benefits

Learning & development budget

Generous time off and flexibleschedule

Job summary

SunStream Business Services is seeking a Service Desk Analyst II in Saint Paul, MN to deliver advanced support for applications, devices, and end-user technologies while serving as escalation for complex issues. The hybrid role includes on-site at the St.

Paul office, client sites across the Twin Cities, and remote work options. The ideal candidate has 3+ years in service/help desk, an associate degree or equivalent, and certifications such as CompTIA A+, MD-100, or MS-900.

Qualifications

• 3+ years in a Service Desk or Help Desk role.
• Customer service experience with a focus on user experience.
• Associate degree or equivalent IT education.
• Certifications such as CompTIA A+, MD-100 Windows Client, MS-900.

Responsibilities

• Resolve incidents and service requests within SLA.
• Provide advanced support for applications and devices.
• Serve as Tier II escalation for Service Desk team members.
• Participate in an on-call rotation to support customer technology issues.
• Coordinate with IT teams to drive complex issues to resolution.
• Create and maintain knowledge base articles and documentation.

Skills

Customer service

Technical support

Escalation handling

Troubleshooting

Communication

On-call support

Education

Associate degree in Information Technology

Tools

Windows OS

Microsoft 365

Active Directory

Entra ID

Azure

Job description

SunStream Business Services is seeking a Service Desk Analyst II in Saint Paul, MN to deliver advanced support for applications, devices, and end-user technologies while serving as escalation for complex issues. The hybrid role includes on-site at the St.

Paul office, client sites across the Twin Cities, and remote work options. The ideal candidate has 3+ years in service/help desk, an associate degree or equivalent, and certifications such as CompTIA A+, MD-100, or MS-900.