It Helpdesk Analyst Jobs

position summary

In this full-time, Twin Cities-based position, the IT Helpdesk Analyst will join our small IT team and work supporting 200+ employees. All IT employees attend to Helpdesk tickets; this position is responsible for reviewing each ticket submitted and working those tickets within their skillset. Support will involve a variety of capacities including user account management, data access, trouble-shooting computer issues, laptops and tablets deployment, software application installations, as well as other assignments. Merjent takes pride in fostering a culture where employees are appreciated for their capabilities and contributions. Compensation is competitive and dependent upon experience.

responsibilities

The IT Helpdesk Analyst fulfills three important functions: Helpdesk ticket resolution, account management, and laptop deployments. These functions involve the following responsibilities and others as assigned.

• Participate in monthly maintenance weekend activities, as required.
• Assist IT colleagues with projects and tasks, as required.
• Prepare for new hire onboarding including user account creation, laptop preparation, and IT orientation.
• Responsible for laptop lifecycle management: maintain accurate laptop inventory, configure and deploy laptops to new hires, replace laptops for current employees, and prepare laptops for retirement.
• Work with the IT team and third-party vendors (e.g., Dell, Apple) to resolve more complex hardware issues.
• Maintain and apply Merjent's IT standards.
• Resolve issues with hardware, software, connectivity, mobile devices, remote desktop configurations, and other computer-related issues using problem-solving skills, existing documentation, and fellow IT staff.
• Create and update an assortment of documentation as needed, including reference documents for trouble-shooting fixes, new IT procedures, and end-user 'how-to' documentation.
• Act as the primary IT contact for Helpdesk tickets (10-15 tickets/day) - monitor, prioritize, resolve, and document incoming Helpdesk tickets within our ticketing system.
• Log detailed activities within the ticketing system; maintain open/close status of tickets; identify when additional documentation is needed.

required qualifications and experience

Qualified candidates should meet the list of qualifications and experiences.

• Proficiency with supporting remote employees over video calls using remote management tools (TeamViewer) a plus.
• Previous experience using unified communication systems (Teams), VPNs, and networking basics a plus.
• Demonstrated customer service skills with a friendly disposition toward helping others.
• Demonstrate initiative and motivation to work independently as well as in a team environment.
• Previous experience in a service desk environment, using ticketing systems (Spiceworks), and working in Active Directory is preferred.
• Ability to work during core business hours, Monday through Friday, from the Minneapolis, MN office. This will be an office-based position with work-from-home opportunities to be determined.
• Ability to prepare office workspaces with technology equipment for employees' use, including setting up monitor arms, cabling underneath desks, lifting and setting up sit/stand desks.
• Previous experience configuring and trouble-shooting Windows 10/11 computers and installing software.
• Certifications including A+, MCP or MCSE are a plus.
• Proficient writing skills for technical documentation.
• Exhibit common troubleshooting skills before escalation, attention to detail, and prioritizing tasks.

Candidates interested in applying should submit a completed Application for Employment to merjent.applicantpro.com.

Merjent, Inc is an Equal Opportunity Employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other legally protected factors. Disability- related accommodations during the application process are available upon request.