Service Desk Analyst II

SunStream Business Services is hiring a Service Desk Analyst II for hybrid technology support in Saint Paul, MN.

Responsibilities

• Resolve incidents and service requests within SLA expectations, including onboarding and offboarding support.
• Deliver advanced support for applications, devices, peripherals, and meeting room technologies.
• Act as a Tier II escalation point for complex issues raised by Service Desk team members.
• Participate in an on-call rotation to support customer technology issues.
• Assess, prioritize, troubleshoot, and resolve technical issues using a customer-first approach.
• Coordinate with IT teams to drive complex issues through to resolution.
• Support solution testing and validation activities.
• Create and deliver technical communications to internal and external customers.
• Maintain knowledge base articles and self-service documentation.
• Train and onboard employees and external resources on technical processes and customer service expectations.
• Contribute to continuous improvement by evaluating and implementing new technologies, processes, and tools.

Requirements

• Minimum 3 years of experience in a Service Desk, Help Desk, or similar technical support role.
• Customer service experience with a demonstrated commitment to an exceptional user experience.
• Associate degree with coursework in Information Technology, or an equivalent combination of education and experience.
• Industry certifications such as CompTIA A+, MD-100 Windows Client, Microsoft 365 Fundamentals (MS-900), or similar certifications (preferred).
• Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Entra ID, and Azure environments.
• Strong knowledge of hardware, peripherals, software, and remote troubleshooting techniques.
• Working knowledge of network infrastructure concepts and change management practices.
• Knowledge of ITIL incident, service request, problem, and change management processes.
• Excellent verbal and written communication skills to support users at all levels.
• Ability to safeguard the confidentiality, security, and integrity of company and client systems and data.

Technologies

• CompTIA A+
• MD-100 Windows Client
• Microsoft 365 Fundamentals (MS-900)
• Microsoft Windows
• Microsoft 365
• Active Directory
• Entra ID
• Azure
• ITIL

Location & Work Model

• Saint Paul, MN (hybrid)
• On-site support at the St. Paul, MN office
• Client locations throughout the Twin Cities metro area
• Remote work opportunities

Salary

• USD 64,000 - 80,000 per year

Benefits

• Comprehensive medical, dental, and vision insurance
• Tax-advantaged healthcare accounts
• 401(k) plan with generous employer match
• Income protection benefits
• Individual learning and development budget
• Robust time off plans and workplace flexibility

The Opportunity

• Provide advanced technology support and customer service to SunStream employees and clients.
• Serve as an escalation point for complex incidents and service requests.
• Support end-user technologies including applications, workstations, mobile devices, peripherals, and meeting room technologies.
• Contribute to continuous improvement efforts that enhance service quality, operational efficiency, and user satisfaction.

Who We Are

• SunStream Business Services was established in 2020 under section 4.25 of the Farm Credit Act of 1971.
• Supports Farm Credit lending institutions.
• Provides services including Loan Servicing, General Ledger, Financial Reporting, Data & Analytics, Technology & Security, and Business Services to support farmers, ranchers, and rural communities.
• Committed to equal opportunity employment and does not discriminate based on race, color, religion, sex, national origin, disability status, or protected veteran status.