Help Desk Analyst

Job Title: Help Desk Analyst

Location: Eagan, Minnesota

Company: Interstate Companies Inc.

Interstate Companies Inc. is a dynamic and growing organization with over 40 locations spanning 14 states. Our IT department is the backbone of our operations, ensuring seamless technology support for our diverse and widespread team. We are looking for a skilled and customer-focused Help Desk Analyst to be the first point of contact for technical support, you will assist employees with hardware, software, and network-related issues. The ideal candidate is tech-savvy, an excellent communicator, and thrives in a fast-paced environment where problem-solving is key and has familiarity with remote desktop tools and ticketing systems (e.g., Zendesk) is a plus. This role is critical to maintaining productivity and ensuring a positive user experience in a fast-paced, multi-state environment reporting to the IT Help Desk Manager.

Pay Range: $23.00-$26.00 per hour DOE

Key Responsibilities:

• Resolve inbound requests by phone, email, chat, and in person, following escalation processes when necessary
• Utilize Help Desk ticketing software for incident tracking and documentation
• Identify, document, and remedy root causes for issues and infrastructure concerns
• Onboard and offboard employees by assigning and removing permissions, managing mailboxes, managing software and hardware, etc.
• Ownership of setup, maintenance, tracking, repair, and replacement of IT assets such as laptops, thin clients, mobile devices, and VoIP phones.
• Maintain knowledgebase documentation on resolutions, software, and hardware setups
• Assist in system updates, infrastructure maintenance, and other IT department projects
• Up to 10% travel between our branches

Qualifications:

• Ability to think critically
• High level of attention to detail is required in all aspects of this position
• Strong written, verbal, and phone communication
• Demonstrated commitment to exceeding client expectations and support standards
• Proven ability to investigate and troubleshoot technical issues
• Willingness to learn unfamiliar platforms, services, software, and hardware
• High accountability and follow-through
• Regular and predictable attendance

Preferred Qualifications/Education:

• Must be a high school graduate or equivalent, college degree preferred
• Previous technical support experience is preferred
• Familiarity with Active Directory is a plus
• Familiarity with networking fundamentals and troubleshooting is a plus
• Familiarity with VMware or other virtualized environments is a plus
• Familiarity with Microsoft Teams or VoIP telephony systems is a plus

Employee Benefits:

• Competitive Wages - Be paid your worth!
• Tuition assistance - for educational and ongoing career growth
• Health, dental and vision coverage - begins on the first day of the following month.
• Paid Time Off - (PTO) starts accruing day one of your full-time employment.
• Holidays - 6 Holidays and 2 Floating Holidays per year
• 401(K) - with company matching.
• Long Term Disability - Supplied
• Short Term Disability - Supplied
• Life Insurance - Supplied
• Healthiest You - Virtual Health Care paid by Interstate.
• PPE Reimbursement- Safety Glasses and Safety Boot Reimbursement
• Pet Insurance - We care about our furry friends!
• Employee Discounts - available on products and services
• Paid Employee Assistance Program - Free 24/7 Access to a guidance consultant regarding life challenges you or family member may face.
• Paid Health and Well-being screening - for employees and their spouse

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Interstate Companies is an Equal Opportunity Employer, and we encourage all qualified and interested persons to apply for this position by submitting a resume for consideration.

Military Friendly Hiring.

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