IT Service Desk Analyst

IT Service Desk Analyst

The IT Service Desk Analyst will provide in-person technical support, analysis, troubleshooting and escalations related to user's computer systems, hardware and software for ProMed internal staff at three Minnesota locations and provide telephone support for one remote location. This position operates under minimal guidance from management or senior staff. The IT Service Desk Analyst ensures ProMed's brand, philosophy, systems, policies, and procedures are properly implemented and observed.

Position duties and responsibilities include, but are not limited to the following:

• Provide Support for computer hardware, peripherals and mobile devices including troubleshooting and maintenance.
• Application support for 0365 and related desktop, productivity and collaboration applications.
• Create, update and manage support tickets in an IT Service Management (ITSM) system to ensure accurate documentation of issues, support interactions and resolutions.
• Assists users by answering IT related questions and providing support in a timely manner.
• Provides problem resolution, reassigning or escalating advanced inquiries to appropriate staff or Managed Service Provider.
• Rebuild or reimage Windows workstations on Dell hardware.
• Maintains inventory of IT assets.
• Performs other related duties as assigned.

Required:

• Associates or Bachelor's Degree with IT related courses.
• 2+ years in IT support experience
• Demonstrated troubleshooting skills.
• Proficient in Microsoft Office Suite.
• Experienced with Microsoft Windows 10 and Windows 11.
• Demonstrated experience with laptop and desktop hardware (preferably Dell).
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Friendly demeanor and positive attitude.
• Highly motivated and self-directed.
• Ability to explain technical information in understandable language to nontechnical staff members.

Preferred:

• Experienced in Azure/Microsoft 365 highly preferred.
• Experience with Windows Servers a plus.
• Microsoft or A+ Certifications a plus.
• Bilingual (Hmong) experience a plus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the principal roles and responsibilities of this job.

• Exposure to heated/air conditioned, ventilated facilities with florescent lighting;
• Exposure to building where a variety of chemical substances are used for cleaning, and/or operation of equipment;
• The noise level in the work environment is usually minor;
• Duties are performed indoors;
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical, Sensory, Cognitive & Neurological Demands

• The employee may be required to stoop, bend, squat, kneel, reach, stand, walk, lift, pull, push, grasp, talk, hear, see and use repetitive motions;
• Specific vision abilities required include close vision such as to read handwritten or typed material and the ability to adjust focus;
• The position requires the individual to meet multiple demands from several people and interact with internal and external people;
• Employee moves about the building and be able to maneuver in tight spaces between desks, etc.;
• Employee may have duties involving walking on even or uneven surfaces;
• Employee occasionally to frequently use a whiteboard, which can require grasping whiteboard pens, reaching at, below, or above shoulder height and may require trunk or neck rotation to look back;
• Employee may use computers, overhead projectors, TV, and other work-related equipment, which may require an approximately 25+ pound force to push or pull equipment;
• It is necessary to grasp and manipulate pens, markers, scissors, staplers, etc. occasionally to frequently.
• Employee must see and hear on a continuous basis as well as speak frequently;
• Position varies from standing, sitting, walking, etc. On some occasions it may be necessary to move quickly, run, etc. over smooth or uneven surfaces.
• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 30 pounds.
• Exposure to building where a variety of chemical substances are used for cleaning, and/or operation of equipment.
• Exposure to occasional elevated noise level in the clean rooms.
• Reliable transportation as nearby inter-office travel will be necessary.

ProMed offers a generous benefits package including:

• 401k with company match
• Profit Sharing Program
• Medical Insurance
• Health Savings Account/Flexible Spending Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Paid Family Medical Leave and Long-Term Disability Insurance
• Hospital Indemnity, Critical Illness, Accident, and Identity Theft Protection
• Pet Insurance

ProMed does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, national origin, ancestry, age, sex, marital status, order of protection, disability, military status, sexual orientation, gender identity, pregnancy, public assistance, family status, unfavorable discharge from military service, genetic information or other segmenting factor protected by law, or local human rights commission activity.