Service Desk Support Analyst

Expleo is seeking a Service Desk Support Analyst to provide timely phone-based IT support to end users for a client of Trissential. This fully remote role centers on incident and service request resolution, customer service, and knowledge documentation. The position is full-time, with a salary range of USD 67,000 to 73,000 per year, and includes a comprehensive benefits package designed to support you and your dependents within a collaborative team culture.

What’s in it for you?

• Make an impact every day by serving as the first point of contact for users and helping keep critical operations running smoothly
• Build your IT career with hands-on experience across desktops, laptops, mobile devices, networking, and enterprise tools
• Expand your technical knowledge through structured troubleshooting, incident management, and customer support alongside experienced IT professionals
• Collaborative environment that values service quality and continuous improvement
• Remote flexibility tied to contributing to a high-performing service desk operation
• Professional development opportunities to grow your technical expertise within a dynamic IT environment

Overview

Location: Fully Remote (St. Paul, MN)

Employment Type: Full-Time

Salary: USD 67,000 – 73,000 per year

Benefits

• Competitive compensation
• Comprehensive benefits for you and your dependents — extensive medical plans, dental, vision, an HSA with company contribution, company-sponsored life insurance and short/long-term disability insurance, plus voluntary options including legal, hospital, accident, and pet wellness, and 401k with matching
• Paid holidays and paid time off
• Career development and advancement opportunities
• Strong team culture

Responsibilities

• Provide timely, professional, and consistent phone-based IT support to end users
• Deliver a high-quality customer experience by resolving incidents and service requests efficiently
• Meet established Real-Time Service Objectives and support performance goals
• Document incidents, requests, troubleshooting activities, and resolutions accurately within service management tools
• Respond to technical issues within defined service level expectations
• Troubleshoot hardware, software, mobile device, and connectivity-related issues
• Escalate incidents appropriately when advanced support is required
• Maintain accurate and up-to-date knowledge base documentation
• Follow security protocols and identity verification procedures when assisting users
• Identify potential security concerns and escalate according to established processes
• Participate in knowledge-sharing activities to improve team effectiveness

Requirements

• Experience providing technical support, help desk support, service desk support, or customer-facing IT support
• Strong understanding of computer hardware, software, and mobile device technologies
• Knowledge of Windows, macOS, and mobile operating systems, including basic configuration and troubleshooting
• Understanding of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN technologies
• Familiarity with Active Directory, Group Policy, and endpoint security solutions
• Ability to diagnose and resolve hardware, software, and connectivity issues effectively
• Strong organizational skills with the ability to manage multiple support requests simultaneously
• Excellent verbal and written communication skills with a customer-first mindset
• Ability to identify recurring issues and contribute to root cause analysis and process improvements
• Ability to adapt to changing technologies, priorities, and business needs

Technologies

• Windows
• macOS
• Mobile operating systems
• TCP/IP
• DNS
• DHCP
• VPN
• Active Directory
• Group Policy
• Endpoint security solutions