Service Desk Support | Windows & MS 365 Specialist

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

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.