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SERVICE DESK ANALYST Location: Eagan, MN Duration: 6 months start Shifts: 2 will start at 7 AM and 1 will start at 10 AM, during training the first week they'd all start 8-4:30 Daily Responsibilities/Job Description: • IT Provisioning work, Password Resets, General IT Troubleshooting, Other duties as assigned Qualifications/years of experience: • 1-2 years experience troubleshooting IT issues Must Haves: 1. Customer Service 2. IT Troubleshooting Skills 3. Communications 4. Follow Documented Procedures Technology Requirements: • Hardware knowledge Additional Requirements: • Problem solving ability This position will work as part of the Service Desk, providing first contact support during core business hours Monday through Friday. This position is responsible for keeping current on new technologies in order to provide effective support for the environment and requires responding to requests from end-users. The Service Desk Analyst is expected to solve the problem in a timely manner or accurately understand what the problem is and escalate.
Responsibilities: • Single point of contact for end-user and customer activity • Provides support via directing the user or utilizing remote control of the customer's desktop • Documents, tracks and monitors incidents and work orders to ensure a timely resolution • Responds to and diagnoses problems though discussions with users • Provides problem recognition, troubleshooting and resolution • Will resolve less complex problems immediately, while more complex problems are escalated to Level 2 or Level 3 resources • Identifies, researches, and resolves technical problems • Maintains service tickets, knowledge database and document resolutions • Assists Incident Management with notification and resolution during system/application outages • Other duties as assignedMinimum Qualifications: • Associates degree in a related field or equivalentPreferred Qualifications: • 1-2 years of service desk work experience • Knowledge of commonly used IT concepts, practices and procedures • Strong customer service skills • Experience with desktop systems and operating systems • Excellent written and verbal communication skills • Strong organizational skills with attention to detail • Excellent interpersonal and time management skills • Ticket tracking system experience is desiredEEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at orVacancy expired!