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Service Desk Support Analyst (Hybrid - Must be local to St Paul, MN)

Cleo Consulting

  • South St Paul, MN
  • 1 day ago
  • $35–$40
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Skills

  • Analysis Skillsunmatched
  • Asset Managementunmatched
  • Best Practicesunmatched
  • Communication Skillsunmatched
  • Computer Hardwareunmatched
  • Computer Securityunmatched
  • Computer Softwareunmatched
  • Customer Relationsunmatched
  • Customer Support/Serviceunmatched
  • DHCP (Dynamic Host Configuration Protocol)unmatched
  • DNS (Domain Name System)unmatched
  • Documentationunmatched
  • Endpoint Securityunmatched
  • Establish Prioritiesunmatched
  • High School Diplomaunmatched
  • ITIL (IT Infrastructure Library)unmatched
  • Identify Issuesunmatched
  • Incident Managementunmatched
  • Incident Responseunmatched
  • Knowledge Baseunmatched
  • Knowledge Transferunmatched
  • Mac Operating Systemunmatched
  • Maintenance Servicesunmatched
  • Microsoft Active Directoryunmatched
  • Microsoft Windows Operating Systemunmatched
  • Mobile Devicesunmatched
  • Mobile Operating Systemunmatched
  • Multitaskingunmatched
  • People Managementunmatched
  • Quality Managementunmatched
  • Root Cause Analysisunmatched
  • Security Policyunmatched
  • Systems Administration/Managementunmatched
  • TCP/IP (Transmission Control Protocol/Internet Protocol)unmatched
  • Technical Leadershipunmatched
  • Technical Supportunmatched
  • Testingunmatched
  • Time Managementunmatched
  • Trend Analysisunmatched
  • User Interface/Experience (UI/UX)unmatched
  • VPN (Virtual Private Network)unmatched

Description

Client: State of MN
Event Number: MNSITE-3828
Event Type: MNSITE 2.0 Request SA
Event Title: Met Council Service Desk Support Analyst (26P021)
Anticipated Project Start Date: September 8, 2026
Anticipated End Date: August 31, 2027
Location: Saint Paul, MN
The Met Council retains the option to extend the work order in increments determined by the Met Council.
Work environment: The work is expected to be done remotely with rare on-site meetings. On-site meetings will be planned in advance.
Mode of Interview: The Met Council will conduct interviews. The Met Council reserves the right to remove a resource from consideration if the resource is unavailable for interview as requested by the State. Interviews will be conducted via Microsoft Teams

Tasks

  • Provide timely and consistent IT phone-based user support
  • Maintain high-quality end-user experience
  • Meet real-time service objectives (RSOs)
  • Ensure proper documentation and escalation of incidents and requests
  • Respond to incidents and service requests within defined RSOs
  • Document troubleshooting steps and resolutions
  • Escalate issues appropriately
  • Maintain knowledge base accuracy
  • Follow security and identity verification procedures
  • Provide knowledge transfer

Minimum Qualifications

  • High school diploma/GED with four (4) years' experience in Technical Support roles
  • An Associates degree substitutes for 2 years of experience
  • A Bachelor's degree substitutes for 4 years of experience

Desired Skills

  • Knowledge of computer hardware, software, and mobile device components.
  • Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting.
  • Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN.
  • Knowledge of Active Directory, Group Policy, and endpoint security tools.
  • Knowledge of ITIL best practices for incident and asset management.
  • Skilled in diagnosing and resolving complex hardware, software, and connectivity issues.
  • Skilled in prioritizing and resolving service tickets efficiently.
  • Skilled in communication and collaboration with users, technical staff, and management.
  • Skilled in analyzing and identifying trends or root causes of recurring technical issues.
  • Ability to identify potential IT security-related situations.
  • Ability to deliver high-quality, customer-focused technical support.
  • Ability to manage multiple priorities and meet deadlines in a dynamic environment.
  • Ability to adapt to evolving technologies and organizational needs.

Numbers & Facts

LocationSouth St Paul, MN
Salary$35–$40

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