Technical Support Engineer
Job in
Sleepy Eye, Brown County, Minnesota, 56085, USA
Listed on 2026-02-16
Listing for:
Sharp Brains
Full Time
position Listed on 2026-02-16
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
L1 Service Desk Analyst (5–6 Years Experience)
Role Overview- Act as the first point of contact for all IT-related incidents, service requests, and user inquiries.
- Deliver high-quality, customer-focused support across enterprise IT environments.
- Ensure first-call resolution wherever possible and effective escalation when required.
- Provide Level 1 technical support via phone, email, chat, and self‑service portal.
- Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool.
- Troubleshoot issues related:
- Windows and macOS end‑user devices
- Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
- Active Directory (password resets, account unlocks, group access)
- VPN, network connectivity, Wi‑Fi, and printer issues
- Perform initial diagnosis and resolution using knowledge articles and SOPs.
- Escalate unresolved incidents to L2/L3 teams with accurate documentation.
- Follow ITIL‑based incident, request, and problem management processes.
- Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT).
- Provide user communication and status updates throughout the ticket lifecycle.
- Participate in shift handovers and knowledge sharing sessions.
- Identify recurring issues and suggest improvements or automation opportunities.
- Support new user onboarding/offboarding tasks as per SOPs.
- Assist in major incident calls by handling communications and ticket updates.
- 5–6 years of experience in an Enterprise IT Service Desk / End User Support role.
- Strong hands‑on experience with:
- Windows 10/11 and macOS
- Microsoft 365 & Teams administration basics
- Active Directory and Azure AD fundamentals
- Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
- Experience with ITSM tools such as Service Now, Fresh service, Manage Engine, or similar.
- Familiarity with remote support tools and endpoint management solutions.
- Exposure to VDI, MFA, and endpoint security tools is a plus.
- Good understanding of ITIL v3 / ITIL 4 processes.
- Adherence to security, compliance, and access control policies.
- Experience working in SLA‑driven, 24×7 or shift‑based environments.
Position Requirements
5+ Years
work experience
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