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L1 Service Desk Analyst; Bilingual – English & Spanish
Job in
Sleepy Eye, Brown County, Minnesota, 56085, USA
Listed on 2026-02-28
Listing for:
Sharp Brains Recruitment
Full Time
position Listed on 2026-02-28
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support
Job Description & How to Apply Below
Location: Sleepy Eye
- Provide Level 1 technical support via phone, email, chat, and self-service portal
- Log, categorize, prioritize, and resolve incidents and service requests using the ITSM tool
- Troubleshoot issues related:
- Windows and macOS end-user devices
- Microsoft 365 (Outlook, Teams, One Drive, SharePoint)
- Active Directory (password resets, account unlocks, group access)
- VPN, network connectivity, Wi‑Fi, and printers
- Perform initial diagnosis and resolution using knowledge base articles and SOPs
- Escalate unresolved incidents to L2/L3 teams with complete and accurate documentation
- Follow ITIL-based incident, request, and problem management processes
- Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
- Provide proactive communication and ticket status updates throughout the lifecycle
- Participate in shift handovers and knowledge‑sharing sessions
- Identify recurring issues and suggest process improvements or automation opportunities
- Support user onboarding and offboarding activities as per SOPs
- Assist during major incidents by managing communication and ticket coordination
- 5–6 years of experience in Enterprise IT Service Desk / End User Support
- Strong hands‑on experience with:
- Windows 10/11 and macOS
- Microsoft 365 and basic Teams administration
- Active Directory and Azure AD fundamentals
- Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
- Experience with ITSM tools such as Service Now, Fresh service, Manage Engine, or similar
- Familiarity with remote support tools and endpoint management solutions
- Exposure to VDI, MFA, and endpoint security tools is an advantage
- Good understanding of ITIL v3 or ITIL 4 processes
- Adherence to security, compliance, and access control policies
- Experience working in SLA‑driven, 24×7 or shift‑based environments
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