IT Service Desk Analyst

About All Surfaces

Together, We are More.

All Surfaces is one of the nation's leading distributors for flooring and sundries. We are a house of brands, comprised of Walcro, Cartwright Distributing, Tri-State Flooring, Blakely Products, All Tile - CCS, and Abraham Linc. With 45+ locations spread across 23 states. Our commitment to our Core Values-People First, Do Right, Go Beyond, Always Improve, & Let's Go!-drives our success in partnership with our customers and suppliers.

Summary:

The IT Service Desk Analyst is responsible for providing high-quality technical support to end users by diagnosing and resolving technical issues, answering inquiries and assisting with IT related tasks to ensure that IT issues are resolved promptly and efficiently to minimize disruptions.

This role is Hyrbid and works out of our headquarter in Bloomington, MN.

Pay: $50,000-$60,000 depending on experience/education

Key Responsibilities & Essential Functions:

• Technical Support

• Provide first call intake of user issues, triage and resolve or escalate, as appropriate.

• Provide day-to-day support, troubleshooting and resolution of technical issues while providing ongoing communication with users throughout the issue resolution process.

• Provide support for computer hardware, peripherals and mobile devices including troubleshooting and maintenance.

• Application support for M365 and related desktop, productivity and collaboration applications.

• Proactively recommend and/or implement solutions that will prevent the issue from reoccurring.

• Escalate complex or unresolved issues to higher-level support teams when necessary.

• Endpoint and User Account Maintenance

• Handle password resets and account unlocks as needed to ensure secure access.

• Maintain user accounts including provisioning, updates and deactivations.

• Perform the installation, configuration, deployment and update of devices, software applications and operating systems.

• Training and Documentation

• Create, update and manage support tickets in an IT Service Management (ITSM) system to ensure accurate documentation of issues, support interactions and resolutions

• Maintain accurate asset tracking records including equipment and licenses.

• Contribute to the creation and maintenance of a knowledge base including documentation of standards for processes and configurations.

• Assist users in understanding and effectively using IT systems, applications and hardware and contribute to FAQ and documentation of solutions to common issues for reference by end users.

• Adhere to established security, support and service management policies and procedures, ensuring activities are fully documented for auditing and future support purposes.

Critical Success Factors:

• Highly motivated, self-directed and results driven with the ability to work independently and manage multiple tasks and priorities while maintaining productive flow of work.
• Attention to detail and a proactive, collaborative problem-solving approach.
• Strong customer service skills including listening skills, empathy, sense of urgency and enthusiasm.
• Excellent verbal and written communication skills.
• Willingness to learn and adapt to new technologies and changing business needs.
• Curiosity and passion for delivering high-quality technical solutions.

Required for consideration:

• Associate degree or specialized training in an Information Technology field preferred.
• CompTIA A+ Certification preferred
• 2+ years of hands-on technical support experience in an enterprise environment.
• Technical proficiency with common hardware, software and technologies: Windows 10/11, desktops, laptops, tablets, Mobile Device Management (MDM); VPN, M365 Exchange Online, Teams and Office Applications
• Basic understanding of and experience with Active Directory, Entra ID, MFA platforms, networking and server concepts.
• Familiarity with remote management tools.
• Familiarity with ITSM systems, SysAid ITSM a plus.
• Ability to travel up to 10% for on-site support at one of our locations.

Highly desirable candidates may also have:

• Familiarity with endpoint security and basic cybersecurity principles.
• Other relevant certifications, such as Microsoft 365 Certified: Fundamentals; Endpoint Administrator Associate or Microsoft Office Specialist: Associate