Service Desk Support Analyst

Trissential

Service Desk Support Analyst providing exceptional IT support to end users at Trissential. Collaborating in a fully remote environment to enhance the employee experience through outstanding service.

Posted 7/30/2026full-timeRemote • Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $67,000 - $73,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing technical support and troubleshooting for hardware, software, and mobile devices while ensuring a high-quality customer experience. Proficient in utilizing service management tools and adhering to security protocols to resolve incidents efficiently.

Highest-signal resume keywords

Technical Support ExperienceWindows And macOS TroubleshootingNetworking Fundamentals (TCP/IP, DNS, DHCP, VPN)Active Directory And Group Policy FamiliarityITIL Best Practices Exposure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportHelp Desk SupportService Desk SupportTroubleshootingComputer HardwareSoftware TechnologiesMobile Device TechnologiesNetworking FundamentalsEndpoint Security SolutionsRoot Cause Analysis

Soft Skills

Excellent Communication SkillsStrong Organizational SkillsCustomer-First MindsetAdaptabilityTeam Collaboration

Tools & Technologies

Service Management ToolsTicketing PlatformsEndpoint Management ToolsIT Service Management Platforms

Certifications & Qualifications

CompTIA A+Network+ITIL Foundation

Industry Keywords

Incident ManagementProblem ManagementAsset ManagementSecurity ProtocolsKnowledge Base Documentation

Tech Stack

Tools & technologies

DNSITSMMacOSTCP/IP

About the role

Key responsibilities & impact

Provide timely, professional, and consistent phone-based IT support to end users
Deliver a high-quality customer experience by resolving incidents and service requests efficiently
Meet established Real-Time Service Objectives (RSOs) and support performance goals
Document incidents, requests, troubleshooting activities, and resolutions accurately within service management tools
Respond to technical issues within defined service level expectations
Troubleshoot hardware, software, mobile device, and connectivity-related issues
Escalate incidents appropriately when advanced support is required
Maintain accurate and up-to-date knowledge base documentation
Follow security protocols and identity verification procedures when assisting users
Identify potential security concerns and escalate according to established processes
Participate in knowledge-sharing and knowledge-transfer activities to improve team effectiveness

Requirements

What you’ll need

Experience providing technical support, help desk support, service desk support, or customer-facing IT support
Strong understanding of computer hardware, software, and mobile device technologies
Knowledge of Windows, macOS, and mobile operating systems, including basic configuration and troubleshooting
Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN technologies
Familiarity with Active Directory, Group Policy, and endpoint security solutions
Ability to diagnose and resolve hardware, software, and connectivity issues effectively
Strong organizational skills with the ability to manage multiple support requests simultaneously
Excellent verbal and written communication skills with a customer-first mindset
Ability to identify recurring issues and contribute to root cause analysis and process improvements
Ability to adapt to changing technologies, priorities, and business needs
Bonus Points If You Have
Experience working in a high-volume Service Desk or Help Desk environment
Exposure to ITIL best practices, including incident, problem, and asset management processes
Experience using ticketing or IT service management platforms
Familiarity with endpoint management and security administration tools
Experience supporting remote users and distributed workforces
Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or similar

Benefits

Comp & perks

Competitive Compensation
Comprehensive Benefits for you and your dependents
Extensive Medical Plans
Dental
Vision
HSA with company contribution
Company sponsored Life Insurance
Short / Long term disability insurance
A host of voluntary plans including legal, hospital, accident, pet wellness
401k with matching
Paid Holidays and Paid Time Off
Career Development and Advancement
Strong Team Culture