What are the responsibilities and job description for the Enterprise IT Service Desk / End User Support position at Integrass?
Job Details
Description:
This is day 1 onsite. Location: 23971 Co Rd 10, Sleepy Eye, MN 56085
Job Description: 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
Key Responsibilities
- 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 to:
- Windows and macOS end-user devices
- Microsoft 365 (Outlook, Teams, OneDrive, 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
Technical Skills & Experience
- 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 ServiceNow, Freshservice, ManageEngine, or similar
- Familiarity with remote support tools and endpoint management solutions
- Exposure to VDI, MFA, and endpoint security tools is a plus
Process & Compliance
- 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
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Salary : $40 - $45