Service Desk Analyst
Location: US, MN, Golden Valley
Department: Managed Services
Employment type: Full-time
Required experience: Entry level
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Customer Service
Company profile: Virteva delivers managed IT services and project-based consulting services that optimize our customer’s IT infrastructure and operations.  Headquartered in the Twin Cities and serving customers worldwide, Virteva services help our customers say “Yes” to the wide spectrum of information technology demanded by their business, employees and customers, securely and reliably, anyplace and anytime.  
Description: JOB SUMMARY:The Service Desk Analyst is responsible for providing customer service and technical support to Virteva’s Managed Services customers. S/he will perform various activities related to managing general Desktop and Server information technology. This includes, but is not limited to: Email (Exchange, others), Directory Services (AD), Windows, Linux, Citrix, Vmware, mobile devices, e-mail (Exchange/Office 365), and Windows Server applications. ESSENTIAL DUTIES AND RESPONSIBILITIES:Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems.Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly.Update all tickets according to Service Level Agreements (SLA).Perform various Q&A activities.Understand and follow Virteva’s Delivery Process: incident management, problem management and change management.Working as an effective team member with the Virteva team, partners and internal staff.Maintaining professional, quality interactions with customers at all times.Recognizing and escalating more difficult problemsDocumenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements.Application of patches, incident management, recovery, change control, and performance monitoring and reporting.Provide after-hours support for clients.  Shifts may include nights and weekends, however, there are no on-call responsibilities.Other duties as assigned. 
Requirements: DESIRED EDUCATION, EXPERIENCE & OTHER SKILLS:Bachelor’s degree, technical degree or certifications preferred.Experience in a technical support or customer service role.Experience with variety of technologies including, but not limited to: Windows XP, Windows 7, desktop/notebook hardware, Windows Server and general networking technologies.Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware.Detail and customer service oriented.Possess an energetic, self-starting mentality with value placed on integrity.Ability to solve problems independently and proactively with minimum direct supervision.Strong written, verbal, and interpersonal communication skills.Ability and desire to learn new technologies as mutually defined.Ability to prioritize tasks, anticipate situations, and take quick action.Ability to manage multiple projects and recommend and/or implement effective solutions.
Benefits: We take pride in offering a competitive, well-balanced benefit program:Health BenefitsMedical InsuranceDental InsurancePrescription PlanLife InsuranceOptional Life InsuranceShort-term DisabilityLong-term DisabilityFinancial BenefitsTeam Member Incentive PlanReferral Bonus ProgramCompany/Team performance bonus programCompetitive Vacation and paid Holiday plan401(k) PlanSection 125:Premium Conversion PlanMedical Care Expense AccountDependent Care Expense AccountThe plan benefits, options, terms and conditions, and providers are subject to change based on industry trends and the needs of the company and our Team members.Virteva is an equal opportunity employer and a drug-free workplace.All applicants will receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.
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