Help Desk Analyst I
Robert HalfMinneapolis, MN, USjob_description.job_card.variable_hours_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionExperience in a technical support or customer service role preferred Bachelor’s degree, technical degree or certifications preferred Working knowledge of a variety of technologies including, but not limited to : Windows 7, Windows 8, Windows 10, desktop / notebook hardware, Windows Server and general networking technologies Basic knowledge of e-mail (Exchange / Office 365), Active Directory, ITIL, and Server hardware Energetic, self-starting mentality with value placed on integrity Ability to work as an effective team member with the team, partners and internal staff Strong English communication skills, both written and verbal Ability and desire to learn new technologies as mutually defined Ability to prioritize multiple tasks, anticipate situations, and take quick action Typing speed of 40 words per minute or faster This position requires sitting at a computer for extended periods of time and some light lifting as needed While performing the duties of this position, the employee will be required to work in a standard office setting Experience in a technical support or customer service role preferred Bachelor’s degree, technical degree or certifications preferred Working knowledge of a variety of technologies including, but not limited to : Windows 7, Windows 8, Windows 10, desktop / notebook hardware, Windows Server and general networking technologies Basic knowledge of e-mail (Exchange / Office 365), Active Directory, ITIL, and Server hardware Possess an energetic, self-starting mentality with value placed on integrity Ability to work as an effective team member with the Crossfuze team, partners and internal staff Strong English communication skills, both written and verbal Ability and desire to learn new technologies as mutually defined Ability to prioritize multiple tasks, anticipate situations, and take quick action Ability to type at a speed of 40 words per minute or faster
Job Description
Job Description
I am looking for a Help Desk professional with great customer service skills. This role you will serve as the first line of contact for clients, handling technical issues across a wide range of environments. The ideal candidate will bring strong troubleshooting skills, excellent communication, and a customer-first mindset, with the ability to manage multiple client needs in a fast-paced MSP setting. If you are interested, please reach out to Michelle Besler at 612-429-6736.
Position Responsibilities :
- Take initial telephone inquiries and troubleshoot hardware, software, or network problems
- Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
- Document all customer interaction with high attention to detail and accuracy
- Update all tickets according to Service Level Agreements (SLA)
- Understand and follow Delivery Process following ITIL guidelines : incident management, problem management, change management, and knowledge management
- Recognize and escalate more difficult problems
- Accurately document customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
- Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
- Provide after-hours support for clients. Shifts may include nights and weekends. There may be structured on-call responsibilities.
- Maintain professional, quality interactions with customers at all times
- Work as an effective team member with the team, partners and internal staff
- Other duties as assigned
What You Bring :
Physical Demands :
Work Environment :
Requirements
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Help Desk Analyst • Minneapolis, MN, US