Met Council Service Desk Support Analyst (26P021)

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.

Requirements

• High school diploma/GED with four (4) years' experience in Technical Support roles.
• An Associate's degree substitutes for 2 years of experience.
• A Bachelor's degree substitutes for 4 years of experience.

Skills

• 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.