Service Desk Support Analyst

HonorVet Technologies

St. Paul, MN

Apply

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), Endpoint Security, Establish Priorities, Federal Government, Fortune 500 Customers, High School Diploma, ISO (International Organization for Standardization), ISO 9001, ITIL (IT Infrastructure Library), Identify Issues, Incident Management, Knowledge Base, Knowledge Transfer, Mac Operating System, 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, State Government, Systems Administration/Management, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Leadership, Technical Recruiting, Technical Support, Testing, Time Management, Trend Analysis, User Interface/Experience (UI/UX), VPN (Virtual Private Network)

LOCATION

St. Paul, MN

POSTED

1 day ago

HonorVet Technologies is a veteran-owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn't a tagline — it's the way we work. We don't forward resumes and hope for the best. We take the time to understand where a professional like you is headed and only reach out when we genuinely believe there's a fit worth exploring.

Job Title- Service Desk Support Analyst
Duration- 12 months (possible extension)
Location- St. Paul, MN 55101 (Hybrid)
Mode of Interview- Virtual

Job Details-
The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance.
Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm.
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.
At a high level, the resource will provide Service Desk Support systems.

Key Responsibilities-
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
Responding 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

Required 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.
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

About the Company

HonorVet Technologies

Is a leading Service Disabled Veteran Owned Small Business providing IT, Telecom and Medical Staffing.

COMPANY SIZE

50 to 99 employees

INDUSTRY

Staffing/Employment Agencies

EMPLOYEE BENEFITS

401K, Employee Referral Program, Life Insurance

FOUNDED

2015

WEBSITE

http://www.honorvettech.com