What are the responsibilities and job description for the Service Desk Analyst II position at SunStream Business Services?
Our Core Philosophy: (in)Trust - A Culture Built on Trust
At SunStream, we embrace our "One Word Why" - (in)Trust. This powerful concept represents our unwavering commitment to trust as the foundation of our relationships with clients, employees, and stakeholders. Trust isn't just a part of our services; it's the bedrock of our culture.
As we join forces to create value, we promise to operate (in)Trust with you at every step. Joining the SunStream team means engaging in purposeful work, achieving financial well-being, and thriving in an exceptional culture. Our owners, clients, and employees (in)Trust us to deliver strong returns, steward resources effectively, and provide opportunities for growth and value, all within a framework of mutual trust.
The Opportunity
The Service Desk Analyst II plays a key role in delivering exceptional technology support and customer service to SunStream employees and clients. In this role, you will provide advanced technical support for applications, workstations, mobile devices, peripherals, and other end-user technologies while serving as an escalation point for complex issues. Leveraging strong troubleshooting, communication, and problem-solving skills, you will independently investigate root causes, resolve technical challenges, and ensure a positive customer experience from start to finish.
The ideal candidate is passionate about service excellence, thrives in a collaborative environment, and enjoys solving complex technical problems. This position offers a hybrid work environment, combining on-site support at our St. Paul, MN office, client locations throughout the Twin Cities metro area, and remote work opportunities. In this role, you will also contribute to continuous improvement initiatives that enhance service quality, operational efficiency, and user satisfaction.
What You'll Be Doing
Service Desk Support
- Resolve incidents and service requests within SLA expectations, including onboarding and offboarding activities.
- Provide advanced support for applications, devices, peripherals, and meeting room technologies.
- Serve as a Tier II escalation resource for Service Desk team members.
- Participate in an on-call rotation to support customer technology issues.
- Assess, prioritize, troubleshoot, and resolve technical issues with a customer-first approach.
- Coordinate with IT teams to drive complex issues through resolution.
- Assist with solution testing and validation activities.
Other Support
- Create and deliver technical communications to internal and external customers.
- Maintain knowledge base articles and self-service documentation.
- Train and onboard employees and external resources on technical processes and customer service expectations.
- Contribute to continuous improvement initiatives by evaluating and implementing new technologies, processes, and tools.
What You'll Bring to the Table
- Minimum of 3 years of experience in a Service Desk, Help Desk, or similar technical support role.
- Prior customer service experience with a demonstrated commitment to delivering an exceptional user experience.
- Associate degree, coursework in Information Technology, or an equivalent combination of education and experience.
- Industry certifications such as CompTIA A , MD-100 Windows Client, Microsoft 365 Fundamentals (MS-900), or similar certifications preferred.
- Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Entra ID, and Azure environments.
- Strong knowledge of hardware, peripherals, software, and remote troubleshooting techniques.
- Working knowledge of network infrastructure concepts and change management practices.
- Knowledge of ITIL incident, service request, problem, and change management processes.
- Excellent verbal and written communication skills with the ability to effectively support users at all levels of the organization.
- Ability to safeguard the confidentiality, security, and integrity of company and client systems and data.
How You'll Be Rewarded
All SunStream employees receive a competitive salary and bonus package. Eligible employees also enjoy access to an industry-leading benefits program, including but not limited to:
- Comprehensive medical, dental and vision insurance
- Tax-advantaged healthcare accounts
- 401(k) plan with generous employer match
- Income protection benefits
- Individual learning & development budget
- Robust time off plans and workplace flexibility
Who We Are
SunStream Business Services, established in 2020 under section 4.25 of the Farm Credit Act of 1971, supports Farm Credit lending institutions. We provide services, including Loan Servicing, General Ledger, Financial Reporting, Data & Analytics, Technology & Security, and Business Services to support farmers, ranchers, and rural communities.
SunStream is committed to equal opportunity employment and will not discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, or national origin, disability status or protected veteran status.
SunStream Business Services is an Equal Opportunity Employer (M/W/D/V) dedicated to diversity in the workplace and offers a great work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.