Information Technology, Support

IT Service Desk Analyst

Location: Golden Valley, MN

Type: 3 month contract

Compensation: $29-32/hr depending on qualifications

Contractor Work Model: Onsite

Hours: Tuesday – Thursday, 8:00 AM – 4:00 PM (additional weekdays as needed; no weekends or late hours)

Overview

We are seeking an IT Service Desk Analyst to provide hands-on, Level 1 technical support in a fast-paced, in-person environment. This role is ideal for a customer-focused IT professional who can troubleshoot hardware and software issues, support end users across the organization, and contribute to continuous improvement in service delivery.

Responsibilities

• Provide in-person technical support for laptops, peripherals, software, and conference room AV equipment.
• Diagnose, research, and resolve incidents and service requests in a timely manner.
• Deliver a high-quality customer experience with a strong service-first approach.
• Support Microsoft-based environments, including Windows OS, Office 365, VPN, and network connectivity.
• Monitor and manage escalations from external service providers to ensure timely resolution.
• Maintain and update SOPs, knowledge base articles, and service documentation.
• Track and meet service desk performance metrics and service level expectations.
• Identify and lead process improvement initiatives to enhance service efficiency and user experience.
• Collaborate with cross-functional teams to reduce technical disruptions and improve support processes.

Requirements Must-Have

• High school diploma or equivalent.
• Minimum of 1 year of experience providing IT or technical support.
• Foundational knowledge of Microsoft technologies, including Windows 11 and Microsoft Office 365.
• Experience with Active Directory (AD) and user account management.
• Experience supporting computer hardware, peripherals, and basic networking.
• Strong customer service orientation with the ability to support users at all levels.
• Ability to manage tasks efficiently and adapt to changing priorities.
• Ability to work both independently and collaboratively within a team environment.

Nice-to-Have

• Associate's degree or relevant IT certification.
• Experience with ServiceNow or similar ticketing platforms.

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.