Help Desk/Desktop Support Analyst

I am seeking a customer-focused Tier 1 Service Desk Analyst to serve as the first point of contact for IT support requests across a nationwide workforce of approximately 2,000 employees and contractors. This role is fully onsite in St. Paul, MN. There will be an on call rotation/remote support evenings and weekends.

Responsibilities:

• Manage incoming support tickets by assessing urgency, recording issue details, and driving requests through completion or proper escalation.

• Provide first-level assistance with user account access, password changes, onboarding support, and permission-related requests using directory and support tools.

• Troubleshoot Microsoft 365 products such as Outlook, Teams, OneDrive, and other Office applications to restore user productivity.

• Diagnose and resolve problems involving Windows 10 systems, printers, common peripherals, network connectivity, and remote support access.

• Coordinate handoffs to higher-level technical teams for more advanced issues while keeping users informed on progress and next steps.

• Contribute to a rotating support schedule that may include evenings, weekends, holidays, and on-call coverage as needed.

• Maintain accurate case notes and update internal support documentation to strengthen the knowledge base and improve future resolution times.

• At least 2 years of experience in a help desk, service desk, or technical support role.
• Hands-on experience supporting Microsoft Windows environments and Microsoft 365 applications.
• Working knowledge of Active Directory and user account administration processes.
• Familiarity with ticket management systems and service desk workflows.
• Strong troubleshooting skills with the ability to resolve common desktop, account, and access issues efficiently.
• Clear verbal and written communication skills with a strong focus on customer support.
• Ability to work a flexible schedule that includes after-hours, weekend, or holiday support rotations.
• Relevant certifications such as IT Foundation or Microsoft 365 Fundamentals are a plus, as is experience supporting multi-site or 24x7 operations.