Deskside Support Analyst

Primary Objective of Position:

Responsible for providing high level, customer focused IT support to our end users in the Eden Prairie office, as well as remotely for users at other locations and business units. This position will be responsible for the installation, troubleshooting and replacement of computers, tablets, mobile devices, printers, phones, etc.

Key Areas of Responsibility: • Respond to executive C-level and Board of Directors support needs. • Respond to end-user service requests reported to the IT Service Desk through the Service Now management system both onsite and remotely • Document, track, and monitor issues to ensure a timely resolution with the aid of the Service Now system. • Manage the vendor relationship for desktop hardware packages • Meet all service level agreements set by the department in a timely manner. • Escalate issues appropriately to management. • Comply with Corporate and IT policies and procedures. • Participate in IT projects when required. • Assist the Infrastructure team with issues within the local datacenter. • Research and implement new technologies. • Provide telecom support services. • Act as IT liaison for in-depth troubleshooting for other IT teams. • Provide network support. • Follow up with users to ensure service is delivered at optimal levels. • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature. • Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment; desktop image management.• Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function. • Participate in hardware and software reviews and recommend purchases. • Analyze and make recommendations for hardware and software standardization.

Critical Competencies • Strong customer service skills; ability to communicate with employees at all levels of the organization • Self-starter who can work in a team environment. • Able to identify, evaluate, and solve end-user workstation and mobile problems. • Able to read, understand, and apply complex technical information. • Able to master new computer technologies. • Self-starter who is able to work in a team environment; demonstrated sense of urgency.• Organized and structured. • Demonstrated experiencing supporting 100+ user corporate environment. • Excellent communication skills, both verbal and written.

Required Education and Experience • Minimum of 5 years of experience in IT end-user support• Experience with Service Now • Experience with video conferencing preferred