What are the responsibilities and job description for the Service Desk Analyst position at SunStream Business Services?
SunStream is Searching for a Talented Service Desk Analyst to Join Our Team!
Our Vision: A Culture Built on Trust
At SunStream, we have a clear vision of a culture built on trust, and we are looking for an individual who can help us bring this vision to life. Our culture is centered around (in)Trust, and we believe that trust is the solution we provide as an employer. We are committed to working (in)Trust with our employees every step of the way, offering purposeful work, financial well-being, and an excellent culture.
The Important Role of Service Desk Analyst at SunStream
The Service Desk Analyst provides first line of support for applications, workstations, printers, peripherals, and handheld devices to both internal and external customers. A successful candidate will be a great communicator, passionate about exceptional service, and will spend their time, supporting customers either by phone or in person, and partner with them to resolve the technical issues getting in the way of high performance. This role will rotate on site in St. Paul, MN, with work from home opportunities.
Key Job Responsibilities
Service Desk Support
- Provides first level application, workstation, printer, peripheral and handheld device support to internal and external users
- Provides second level technical and application support to customer technical and application staff
- Determines impact and urgency of call for proper severity classification
- Determines cause of issue and applies appropriate troubleshooting skills to achieve a successful resolution
- Quickly and accurately transfers issues to other teams when deemed appropriate
- Assists in testing when a resolution is determined
Security Access
- Maintains (creates/removes) user and system security access in a timely and accurate manner - creating, modifying, or deleting user access across various systems using multiple administrative consoles
Other Support
- Composes and sends internal and external technical support communications
- Continually creates and maintains Knowledge Base documentation
- Conducts New Employee and External Resource Technical Training
- Participates in researching and implementing new products, processes, software, and systems that improve customer experience, efficiency, and productivity
Preferred Experience
- Extensive understanding of customer service principles and practices
- Skilled in Active Directory and Azure AD or Entra ID user and computer administration
- Skilled at providing hardware and peripheral support to users including laptops, docking stations, monitors, webcams, external audio devices, printers, mobile devices
- Experience troubleshooting issues remotely
- General knowledge of network infrastructure and concepts
- Experience working with Microsoft Windows, Microsoft Active Directory, Azure, Microsoft 365 applications
- Phone or Ring Central phone management a plus
- An understanding of the necessity and process of change management communication and process adherence.
- Working skills in software and service troubleshooting
- Verbal and written communication skills, sufficient to exchange information effectively with peers, supervisor and customers
- Knowledge of ITIL service request, incident, problem, and change management processes.
Minimum Qualifications
- Associate degree in Applied or Computer Science
- 3 years of related experience
- Certifications in A , MD-100 Windows 10, MS-900 Microsoft 365 Fundamentals
- Or an equivalent combination of education and experience sufficient to perform the essential functions of the job
Applicants requiring a reasonable accommodation for any part of the application process may contact us through the following methods: Phone: 651-282-8572 or Mail: SunStream, Attn: Talent Recruiting, 30 E 7th Street, Suite 700, St. Paul, MN 55101.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. SunStream will not sponsor a work visa to fill this position.
SunStream Business Services is an Equal Opportunity Employer (M/W/D/V) dedicated to diversity in the workplace and offers a great work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.