Service Desk Support Analyst

The Evolvers Group; Saint Paul (MN); On-site; USD 52,000 - 68,000; Full time

Job summary

Evolvers is seeking a full-time Service Desk Support Analyst to provide technical support for about 5,000 users, including password resets, account unlocks, Windows and macOS issues, VPN, Microsoft 365, and printer assistance.

The role emphasizes timely incident triage, documentation, and escalation, with a focus on security procedures and knowledge sharing to maintain a high-quality end-user experience.

Qualifications

• High school diploma or GED with 4+ years in Technical Support roles.
• Associates degree substitutes for 2 years of experience.
• Bachelor’s degree substitutes for 4 years of experience.
• Knowledge of computer hardware, software, and mobile device components.
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.

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

Customer-focused

Communication

Technical troubleshooting

Problem-solving

Team collaboration

Education

High School Diploma/GED

Associates degree substitutes for 2 years

Bachelor’s degree substitutes for 4 years

Tools

Active Directory

Group Policy

ITIL

VPN

Microsoft 365

Job description

Constant learning and evolution is a way of life at Evolvers. We are always looking for passionate individuals that are ready to evolve in tandem with our team, defining and re-defining each facet of their career life at Evolvers. Our professionals are rewarded for their contributions to our clients, our culture and the overall quest for excellence. We view each of our professionals as a catalyst for growth, for Evolvers, our clients, and for the industry.

We are seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage.

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

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
• Knowledge of computer hardware, software, and mobile device components.
• Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
• Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
• Knowledge of Active Directory, Group Policy, and endpoint security tools.
• Knowledge of ITIL best practices for incident and asset management.
• Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
• Skilled in prioritizing and resolving service tickets efficiently.
• Skilled in communication and collaboration with users, technical staff, and management.
• Skilled in analyzing and identifying trends or root causes of recurring technical issues.
• Ability to identify potential IT security-related situations.
• Ability to deliver high-quality, customer-focused technical support.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Ability to adapt to evolving technologies and organizational needs.