Service Desk Support Analyst II - Minneapolis, MN

Key Responsibilities

• Troubleshoot and resolve complex hardware, software, network, and system issues.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Use AI tools to accelerate research, diagnostics, scripting, and documentation while validating outputs before implementation.
• Provide on-site support at offices and operational locations.
• Install, upgrade, repair, and replace computers, servers, printers, and peripherals.
• Configure and maintain network equipment including switches, routers, wireless devices, and cabling.
• Support office relocations, expansions, and new site launches.
• Administer and troubleshoot Microsoft Entra ID and Microsoft 365.
• Manage user provisioning, access controls, groups, SSO, and MFA.
• Maintain security best practices and user access governance.
• Create and maintain documentation, knowledge base articles, and technical procedures.
• Analyze support trends and recommend improvements to processes, technology, and service delivery.
• Partner with IT team members and business stakeholders to resolve escalated issues.
• Mentor Tier I support staff and share best practices.
• Participate in projects supporting company growth, acquisitions, and operational efficiency.

Qualifications

• 4+ years of IT support experience, including at least 2 years in a Tier II or similar role.
• Experience administering and troubleshooting Microsoft Entra ID (Azure AD).
• Experience supporting Microsoft 365 environments.
• Strong knowledge of Windows operating systems, hardware support, and networking fundamentals.
• Experience with ticketing systems, remote support tools, and IT asset management.
• Demonstrated ability to balance remote support with hands-on field work.
• Experience using AI tools such as Copilot, ChatGPT, or Claude to improve productivity.
• Strong troubleshooting, communication, and customer service skills.
• Valid driver's license and ability to travel.