Service Desk Analyst

Service Desk Analysts will provide customer service and technical support to employees and is responsible for providing resolutions through expert problem identification, analysis and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation if needed for resolution.

• Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients
• Ensure tickets are created for all client interactions
• Understand and deliver on ticket escalation protocols
• Own the responsibility of tickets by ensuring statuses are kept current, documentation is clear and issues are resolved. Tickets must be updated in real time as events and actions occur
• Report progress to clients and notifying them of resolutions through various types of documentation
• Create documentation on frequently asked questions for use with other Service Desk Analysts
• Maintain compliance with all appropriate regulatory requirements including HIPAA
• Perform other duties as assigned
• Strong problem solving, time management, and communication skills
• A successful track record of troubleshooting complex problems and 1st call resolution
• Strong problem solving and listening skills coupled with patience to be able to assist end users with the questions and issues they may be experiencing
• Passionate and eager to learn new skills
• Demonstrated strong organizational skills
• Thrives in a team environment but is also self sufficient
• Must have the ability to multi-task, organize and document many tasks at one time
• Strong ability to clearly document issues and resolutions
• Ability to adapt to an ever-changing environment
• Commitment to customer satisfaction

• Help desk
• Support
• Help desk support
• Troubleshooting
• Service desk
• Customer service
• Windows 10
• Active directory

• Prior level technical support experience (Service Now, ITSM, o365, Win
  11, AD, PW resets, Filemaker)
• Traits: self-motivated, curious, problem solver

Intermediate Level

This is a Contract position based out of Golden Valley, MN.

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Golden Valley,MN.

This position is anticipated to close on Aug 18, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall subject to criminal penalties and civil liability.

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.