Service Desk Support Analyst

• Service Desk Support Analyst
• Client: Metropolitan Council (Met Council)
• Solicitation Number: MNSITE-3828
• Location: Remote (Minnesota preferred; occasional planned onsite meetings)
• Interview: Microsoft Teams
• Employment Type: Contract

Position Overview

We are seeking a Service Desk Support Analyst to provide first-level technical support for approximately 5,000 end users. The analyst will handle IT incidents and service requests, troubleshoot hardware and software issues, support Microsoft 365 environments, and ensure excellent customer service while meeting defined service objectives.

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
• Meet Service Desk response and resolution targets
• Maintain accurate knowledge base documentation
• Follow security and identity verification procedures
• Participate in knowledge transfer and continuous improvement activities
• 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.

Integres offers competitive salaries bolstered by a comprehensive benefits package, which provides safety and security for our employees and their families.  Our generous benefits package includes:

• 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

Integres is an equal opportunity affirmative-action employer.  We encourage Minority/Female/Protected Veteran/Disabled applicants to apply.  Integres, LLC proactively fulfills its role as an equal opportunity employer.  We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime, or Campaign Badge Veteran, Armed Forces services Medal, or any other characteristic protected by law.

All your information will be kept confidential according to EEO guidelines.