Met Council Service Desk Support Analyst (26P021)

Tasks

• Provide timely and consistent IT phone-based user support
• Maintain high-quality end-user experience
• Metreal-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

  Minimum Qualifications

  • A 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

  Desired 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