Service Desk Support Analyst

Overview

Location: Fully Remote (St. Paul, MN)

Employment Type: Full-Time

Are you passionate about technology and enjoy helping people solve technical challenges? Trissential is hiring a Service Desk Support Analyst to join our client''s team and provide exceptional technical support to end users. This is a fantastic opportunity to build your IT career, gain experience across a wide range of technologies, and make a direct impact on the employee experience through outstanding customer service.

What''s In It for You?

• Make an Impact Every Day - Be the first point of contact for users and help keep critical business operations running smoothly
• Build Your IT Career - Gain hands-on experience supporting a diverse technology environment, including desktops, laptops, mobile devices, networking, and enterprise tools
• Expand Your Technical Knowledge - Develop your troubleshooting, incident management, and customer support skills while working with experienced IT professionals
• Collaborative Environment - Work alongside supportive teams dedicated to delivering excellent service and continuous improvement
• Remote Flexibility - Enjoy the benefits of a fully remote role while contributing to a high-performing service desk operation
• Professional Development - Strengthen your technical expertise and grow your career within a dynamic IT environment

Your Role & Responsibilities

• Provide timely, professional, and consistent phone-based IT support to end users
• Deliver a high-quality customer experience by resolving incidents and service requests efficiently
• Meet established Real-Time Service Objectives (RSOs) and support performance goals
• Document incidents, requests, troubleshooting activities, and resolutions accurately within service management tools
• Respond to technical issues within defined service level expectations
• Troubleshoot hardware, software, mobile device, and connectivity-related issues
• Escalate incidents appropriately when advanced support is required
• Maintain accurate and up-to-date knowledge base documentation
• Follow security protocols and identity verification procedures when assisting users
• Identify potential security concerns and escalate according to established processes
• Participate in knowledge-sharing and knowledge-transfer activities to improve team effectiveness

Skills & Experience You Should Possess

• Experience providing technical support, help desk support, service desk support, or customer-facing IT support
• Strong understanding of computer hardware, software, and mobile device technologies
• Knowledge of Windows, macOS, and mobile operating systems, including basic configuration and troubleshooting
• Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN technologies
• Familiarity with Active Directory, Group Policy, and endpoint security solutions
• Ability to diagnose and resolve hardware, software, and connectivity issues effectively
• Strong organizational skills with the ability to manage multiple support requests simultaneously
• Excellent verbal and written communication skills with a customer-first mindset
• Ability to identify recurring issues and contribute to root cause analysis and process improvements
• Ability to adapt to changing technologies, priorities, and business needs

Bonus Points If You Have

• Experience working in a high-volume Service Desk or Help Desk environment
• Exposure to ITIL best practices, including incident, problem, and asset management processes
• Experience using ticketing or IT service management platforms
• Familiarity with endpoint management and security administration tools
• Experience supporting remote users and distributed workforces
• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or similar

Education & Certifications You Need

• High School Diploma or GED with four (4) years of technical support experience
• Associate degree may substitute for two (2) years of experience
• Bachelor''s degree may substitute for four (4) years of experience
• Relevant technical certifications are highly desirable and may strengthen your application

What We Offer

At Trissential, we value collaboration, service excellence, and continuous learning. By joining our client''s team, you''ll have the opportunity to support end users in a fast-paced environment while building valuable technical and professional skills.

• Competitive Compensation - You choose the model that works best for you, both with company-sponsored benefits! $67,000-$73,000 annually or $41-$45 per hour. Final compensation is determined based on skill alignment, years of experience, and fair, market-based rates by geography.
• Comprehensive Benefits for you and your dependents - Extensive Medical Plans, Dental, Vision, HSA with company contribution, company sponsored Life Insurance and Short / Long term disability insurance, a host of voluntary plans including legal, hospital, accident, pet wellness, and 401k with matching
• Paid Holidays and Paid Time Off
• Career Development and Advancement - Expleo is a global company in 29 Countries worldwide with a high focus on development
• Strong Team Culture - Collaborate with experienced professionals who value precision, performance, and teamwork

Please note: This role is only open to candidates who are authorized to work in the United States

Ready to be part of something exciting? Apply today and take the next step in your IT career as a Service Desk Support Analyst with Trissential!