Met Council Service Desk Support Analyst (26P021)

Tasks

Provide timely and consistent IT phone-based user support

Maintain high-quality end-user experience

Meet real-time service objectives (RSOs)

Ensure proper documentation and escalation of incidents and requests

Respond to incidents and service requests within defined RSOs

Document troubleshooting steps and resolutions

Escalate issues appropriately

Maintain knowledge base accuracy

Follow security and identity verification procedures

Provide knowledge transfer

Minimum Qualifications

High school diploma/GED with four (4) years' experience in Technical Support roles

An Associates degree substitutes for 2 years of experience

A Bachelor's degree substitutes for 4 years of experience

Desired Skills

Knowledge 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.