POSITION SUMMARY

The IT Service Desk Analyst will provide in-person technical support, analysis, troubleshooting and escalations related to user’s computer systems, hardware and software for ProMed internal staff at three Minnesota locations and provide telephone support for one remote location. This position operates under minimal guidance from management or senior staff. The IT Service Desk Analyst ensures ProMed’s brand, philosophy, systems, policies, and procedures are properly implemented and observed.

ESSENTIAL DUTIES & RESPONSIBILITIES

Position duties and responsibilities include, but are not limited to the following:

• Provide Support for computer hardware, peripherals and mobile devices including troubleshooting and maintenance.
• Application support for 0365 and related desktop, productivity and collaboration applications.
• Create, update and manage support tickets in an IT Service Management (ITSM) system to ensure accurate documentation of issues, support interactions and resolutions.
• Assists users by answering IT related questions and providing support in a timely manner.
• Provides problem resolution, reassigning or escalating advanced inquiries to appropriate staff or Managed Service Provider.
• Rebuild or reimage Windows workstations on Dell hardware.
• Maintains inventory of IT assets.
• Performs other related duties as assigned.

QUALIFICATION, EDUCATION & EXPERIENCE

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required:

• Associates or Bachelor’s Degree with IT related courses.
• 2 years in IT support experience
• Demonstrated troubleshooting skills.
• Proficient in Microsoft Office Suite.
• Experienced with Microsoft Windows 10 and Windows 11.
• Demonstrated experience with laptop and desktop hardware (preferably Dell).
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Friendly demeanor and positive attitude.
• Highly motivated and self-directed.
• Ability to explain technical information in understandable language to nontechnical staff members.

Preferred:

• Experienced in Azure/Microsoft 365 highly preferred.
• Experience with Windows Servers a plus.
• Microsoft or A Certifications a plus.
• Bilingual (Hmong) experience a plus.

ProMed offers a generous benefits package including:

• 401k with company match
• Bonus program (similar to profit sharing)
• Medical Insurance
• Health Savings Account/Flexible Spending Account
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short, and Long-Term Disability Insurance
• Critical Illness, Accident, and Identity Theft Protection
• Pet Insurance