Service Desk Support Analyst

Key Responsibilities

• Provide phone-based IT support for end users
• Troubleshoot Windows, macOS, and mobile device issues
• Perform password resets and account unlocks
• Support VPN, Microsoft 365, printers, and connectivity issues
• Document incidents, troubleshooting steps, and resolutions
• Escalate issues to appropriate support teams
• Maintain accuracy of knowledge base documentation
• Follow security and identity verification procedures
• Participate in knowledge transfer and continuous improvement activities

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
• 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

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

Benefits

• Competitive salaries
• Comprehensive benefits package including:
• Healthcare and Insurance: medical, dental, vision, short and long-term disability protection, basic life and AD&D insurance
• 401(k) Savings Plan
• Accrued Paid Time Off (PTO)
• Employee Recognition and Rewards
• Employee Referral Bonuses

About the Role

• Integres, LLC is a Service-Disabled Veteran Owned Small Business (SDVOSB)
• We are cultivating a corporate family culture which demands excellence and accountability while putting a premium on work/life balance
• We empower and support our employees to contribute to achieving our corporate goals by interacting with our customers as true partners, rather than treating their engagement as just another job
• We seek to be good corporate citizens and encourage and promote employee participation in community and volunteer work

Pay

Competitive salaries are offered.

Schedule

The position is a contract position with remote work options available in Minnesota.