IT - Tech Support Analyst
The Judge Group Inc.

Minnetonka, Minnesota

Posted in IT

This job has expired.

Job Info

Location: Minnetonka, MN
Description: Our client is currently seeking a IT - Tech Support Analyst



- Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment

- Troubleshoot applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed

- Follow all escalation procedures according to service level agreement

- Use remote control tool to assist end users when needed

- Provide an accurate record of each call in incident management tracking tool

- Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function

- Act as a technical resource to others to resolve problems, issues, errors or related

- Anticipate customer needs and proactively identifies solutions

- Plan, prioritize, organize and complete work to meet established objectives

- Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.

- Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.

IMPORTANT: This position will cover an opening on our weekend shift (11:00 PM to 1:20 PM CST Friday - Sunday) to cover contractual requirements. This position is an office-based role but they will be allowed to work-at-home to start (and until further notice) due to COVID-19. Once COVID-19 restrictions are lifted, it is expected that they report to the office.

Required Qualifications:

- Bachelor's Degree or higher level of education or relevant experience

- 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP

- 3 or more years of experience in a customer service role

- 3 or more years of Technology Support experience, including advanced level of triaging

- 1 or more years of experience with maintenance and operations (M&O) support

- Experience with ServiceNow, Operations Bridge Manager (OpsBridge Manager), Interlink, SiteScope, APM, and Dynatrace are a plus (but not required).

- Experience with MS Office (including Word, Excel and PowerPoint)

- Support/Help Desk experience with good customer service skills and critical thinking capabilities


This job and many more are available through The Judge Group. Find us on the web at

This job has expired.

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