Service Desk Support AnalystClient: Metropolitan Council (Met Council)Solicitation Number: MNSITE-3828Location: Remote (Minnesota preferred; occasional planned onsite meetings)Interview: Microsoft TeamsEmployment Type: ContractPosition OverviewWe are seeking a Service Desk Support Analyst to provide first-level technical support for approximately 5,000 end users. The analyst will handle IT incidents and service requests, troubleshoot hardware and software issues, support Microsoft 365 environments, and ensure excellent customer service while meeting defined service objectives.Key ResponsibilitiesProvide phone-based IT support for end usersTroubleshoot Windows, macOS, and mobile device issuesPerform password resets and account unlocksSupport VPN, Microsoft 365, printers, and connectivity issuesDocument incidents, troubleshooting steps, and resolutionsEscalate issues to appropriate support teamsMeet Service Desk response and resolution targetsMaintain accurate knowledge base documentationFollow security and identity verification proceduresParticipate in knowledge transfer and continuous improvement activities
