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Service Desk Analyst
Cybersecurity Advisors Network (CyAN). Field incoming requests from end users via telephone and e-mail (through the ticketing system) in a professional and courteous manner.
Posted 5/15/2026full-timeMaple Grove • Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $45,000 - $55,000 per yearWebsite
Tech Stack
Tools & technologiesMacOS
About the role
Key responsibilities & impact- Field incoming requests from end users via telephone and e-mail (through the ticketing system) in a professional and courteous manner.
- Prioritize and work tickets, escalating to the appropriate client or internal team as needed while following contractual guidelines where available.
- Document all pertinent end user identification information including name, department, contact information, and nature of problem or issue.
- Record, track, and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
- Apply diagnostic utilities to aid in troubleshooting.
- Help to create and maintain up-to-date documentation of existing and new client systems and environments.
- Provide basic network support for client workstations.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Requirements
What you’ll need- Experience working in an IT Support function or an Associate-level degree in related field.
- Possess Microsoft Support or other relevant industry-standard certifications (preferred).
- Experience working with and troubleshooting desktop operating systems including Microsoft Windows (required) and Apple MacOS (preferred).
- Experience troubleshooting Microsoft Office products (required) and Office 365 services (preferred).
- Basic troubleshooting experience with Windows networking functions as well as networking appliances and devices such as modems, routers, and switches.
Benefits
Comp & perks- Vacation and PTO.
- Employer-paid Health and Dental Insurance for CA employees.
- Great opportunities for career advancement.
- 401k with employer matching.
- Paid time off to train for continuing education.
- Disability and Life Insurance.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingMicrosoft WindowsApple MacOSMicrosoft OfficeOffice 365networking functionsnetworking appliancesmodemsroutersswitches
Soft Skills
professional communicationcourtesyprioritizationdocumentationproblem-solvinganalytical skills
Certifications
Microsoft Supportindustry-standard certifications