Service Desk Support Analyst

POSITION SUMMARY:

This position is responsible for providing technology support and troubleshooting for NMDP supplied hardware and software. This role includes recording and tracking incoming incidents to the NMDP Service Desk, problem solving, escalating unsolved issues, and keeping customers informed of recovery and fulfillment progress. This role performs daily systems administration and end user account provisioning and is a primary representative of the Information Technology Department to NMDP network partners and business colleagues.

This role is a fully remote, work from home opportunity with a preference for MN based candidates.

ACCOUNTABILITIES:

Service Support:

• Provides single point of contact for issues and services requests from NMDP Network Partners and business colleagues.
• Responds to telephone, voicemail, and online requests/issues in accordance with documented service levels and following documented processes.
• Records and tracks incoming incidents and requests to the NMDP Service Desk.
• Serves as ticket owner throughout the life cycle of issues/requests; keeping customers informed of progress.
• Coordinates the escalation of issues to 2nd level support teams, as necessary.
• Troubleshoots and provides services for customer's hardware and software problems and support requests. Restoring normal service operation as quickly as possible to minimize the impact on business operations.

Operational Support:

• Provision accounts, assign group memberships, resets pins and passwords for NMDP applications.
• Creates and delivers user and account credentials to network business partners for new applications and services.
• Other duties as assigned.

REQUIRED QUALIFICATIONS:

Knowledge of:

• Advanced user level knowledge with Windows 10/11 or MacOS.
• Intermediate experience with MS Office and other business productivity software.
• Understanding of users account management and directory services with Active Directory.

Ability to:

• Manage multiple, rapidly changing priorities.
• Demonstrate strong interpersonal communication and organizational skills.
• Demonstrate success in working independently and as a member of a team.
• Exhibit strong analytical and creative problem-solving skills.
• Demonstrate excellent customer service skills.
• Must exemplify our NMDP Standards

Education and/or Experience:

• Bachelor's degree in computer science, Management Information Systems or related field, or associate degree in information systems or related field and two years of related work experience.
• Upon evaluation, a bachelor's degree in another field and a minimum of one year of related work experience, or associate degree in another field and a minimum of three years of experience. Four years of related work experience may be substituted for degree requirements.

PREFERRED QUALIFICATIONS:

• One or more years of experience in a position that required customer service support of Windows workstations in a business environment.
• Demonstrated experience installing, configuring, backing up and supporting Windows workstations.
• Experience troubleshooting or upgrading various PC components such as RAM, drivers, and BIOS.