Find JobsSalary EstimateCareer AdviceUpload ResumeEmployers / Post JobProfileMessage Center

L1 Service Desk Analyst

HERO ACQUISITION LLC

Sleepy Eye, MN

Apply
JOB DETAILS
SALARY
$3,000–$3,500 Per Month
JOB TYPE
Temporary, Contractor, Full-time
SKILLS
Access Control, Analysis Skills, Automation, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Virtualization, Documentation, Endpoint Security, English Language, Establish Priorities, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Incident Response, Information Technology & Information Systems, Mac Operating System, Maintenance Services, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Network Connectivity, Onboarding, Performance Metrics, Printers, Service Level Agreement (SLA), ServiceNow, Spanish Language, Standard Operating Procedures (SOP), TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, VPN (Virtual Private Network), Wi-Fi
LOCATION
Sleepy Eye, MN
POSTED
2 days ago

Job Title: L1 Service Desk Analyst (5–6 Years Experience)

Locations: Sleepy Eye, Minnesota

Job Type: Contract (1 year)

Candidate must speak both English and Spanish

About the Role:

On behalf of our client. We are looking for a L1 Service Desk Analyst. The ideal candidate will act as the first point of contact for all IT-related incidents, service requests, and user inquiries. Deliver high-quality, customer-focused support across enterprise IT environments. Ensure first-call resolution wherever possible and effective escalation when required.

Key Responsibilities:

  • Provide Level 1 technical support via phone, email, chat, and self-service portal
  • Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
  • Troubleshoot issues related to; Windows and macOS end-user devices, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory (password resets, account unlocks, group access), VPN, network connectivity, Wi-Fi, and printer issues
  • Perform initial diagnosis and resolution using knowledge articles and SOPs
  • Escalate unresolved incidents to L2/L3 teams with accurate documentation
  • Follow ITIL-based incident, request, and problem management processes
  • Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
  • Provide user communication and status updates throughout the ticket lifecycle
  • Participate in shift handovers and knowledge sharing sessions
  • Identify recurring issues and suggest improvements or automation opportunities
  • Support new user onboarding/offboarding tasks as per SOPs
  • Assist in major incident calls by handling communications and ticket updates.

Mandatory Skills & Qualifications:

  • 5–6 years of experience in an Enterprise IT Service Desk / End User Support role
  • Strong hands-on experience with; Windows 10/11 and macOS, Microsoft 365 & Teams administration basics, Active Directory and Azure AD fundamentals, Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
  • Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
  • Familiarity with remote support tools and endpoint management solutions
  • Exposure to VDI, MFA, and endpoint security tools is a plus
  • Good understanding of ITIL v3 / ITIL 4 processes
  • Adherence to security, compliance, and access control policies
  • Experience working in SLA-driven, 24×7 or shift-based environments.

About the Company

H

HERO ACQUISITION LLC