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Service Desk Support Analyst

22nd Century Technologies, Inc.

St Paul, MN, MN

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JOB DETAILS
SKILLS
Analysis Skills, Asset Management, Best Practices, Communication Skills, Computer Hardware, Computer Security, Computer Software, Customer Relations, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Documentation, Endpoint Security, Establish Priorities, High School Diploma, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Incident Response, Knowledge Base, Knowledge Transfer, Mac Operating System, Maintenance Services, Microsoft Active Directory, Microsoft Product Family, Microsoft Windows Operating System, Microsoft Windows System Administration, Mobile Devices, Mobile Operating System, Multitasking, People Management, Printers, Quality Management, Resource Leveling, Root Cause Analysis, Security Policy, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Leadership, Technical Support, Testing, Time Management, Trend Analysis, User Interface/Experience (UI/UX), VPN (Virtual Private Network)
LOCATION
St Paul, MN, MN
POSTED
Today
Description of Project
The Metropolitan Council (Met Council) is seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm. At a high level, the resource will will provide Service Desk Support for Met Council systems.

Tasks
" Provide timely and consistent IT phone-based user support
" Maintain high-quality end-user experience
" Meet real-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
" High school diploma/GED with four (4) years' experience in Technical Support roles
o An Associates degree substitutes for 2 years of experience
o 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

About the Company

2

22nd Century Technologies, Inc.

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
1997
WEBSITE
https://www.tscti.com/careers-0