Service Desk Support Analyst

Service Desk Support AnalystThe Metropolitan Council (Met Council) is seeking one full-time resource to work as the Service Desk Support Analyst. The selected resource will provide technical support for incidents and requests reported by users (approximately 5,000) including, but not limited to, password resets, account unlocks, troubleshooting Windows and macOS issues, VPN support, Microsoft 365 support, printer assistance, and incident triage. Services are anticipated to be conducted Monday through Friday from 6:30am to 5:00pm. At a high level, the resource will provide Service Desk Support for Met Council systems.TasksProvide timely and consistent IT phone-based user supportMaintain high-quality end-user experienceMeet real-time service objectives (RSOs)Ensure proper documentation and escalation of incidents and requestsRespond to incidents and service requests within defined RSOsDocument troubleshooting steps and resolutionsEscalate issues appropriatelyMaintain knowledge base accuracyFollow security and identity verification proceduresProvide knowledge transferMinimum QualificationsHigh school diploma/GED with four (4) years' experience in Technical Support rolesAn Associates degree substitutes for 2 years of experienceA Bachelor's degree substitutes for 4 years of experienceDesired SkillsKnowledge 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.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.