IT Help Desk Analyst

SUMMARY

The IT Help Desk Analyst will provide technical support and be the primary point of contact for all incoming service requests or customer issues. Alongside the IT team and IT Manager, the position will serve as the first point of contact for IT-related issues, ensuring that end-users receive timely, professional, and friendly technical assistance.

ESSENTIAL JOB FUNCTIONSS

• Provide end-user support and solutions for incoming queries and issues related to computer systems, software, and hardware, acting as the primary helpdesk contact for level 1-2 support for both local and remote users. Escalate issues to vendors as needed.
• Assist with higher-level tickets when necessary due to absence or business-related reasons, ensuring continued support for end-users and resolving issues efficiently.
• Assist with maintaining the helpdesk ticketing system to ensure stakeholders have visibility into incoming queries and their resolution status.
• Collaborate with IT team members to develop, document, and refine IT processes and procedures to enhance efficiency and effectiveness across the organization.
• Assist with the implementation of new software applications and systems, ensuring seamless integration and minimal disruption to daily operations.
• Assist with managing user access to applications and services, ensuring proper authorization and security.
• Assist with hardware and software maintenance, as well as system recovery tasks, during business hours.
• Assist with planning, installing, maintaining, and providing general support for infrastructure, networking, and hardware/software systems and projects.
• Assist with IT setup and orientation for new employees at headquarters and other locations as needed.
• Assist with supporting all Audio Visual (AV) services, including updates to conference room equipment and AV setup, as needed.
• Assist with developing clear and comprehensive documentation, including user guides, training materials, and standard operating procedures, to promote knowledge sharing and ensure consistency in IT operations and related departments.
• Participate in cross-functional projects and initiatives, offering insights and support to achieve project objectives.
• Stay current with emerging technologies and industry trends to inform decision-making and drive innovation within the organization.
• Participate in and promote continuous learning and development through training initiatives such as MN Air University, HR programs, tech-support courses, webinars, or other job-related trainings to foster continuous learning and development mindset.

Performs other related duties as assigned.

REQUIRED SKILLS/ABILITIES

• Excellent written, verbal, and interpersonal communication skills
• Proficiency in Microsoft Office 365 products, including Word, Excel, and PowerPoint.
• Experience working with CRM systems.
• Comfortable assisting customers on the phone, via live chat, email, and in-person.
• Comfortable with extensive telephone and email interactions with customers.
• Ability to work under pressure and meet deadlines in a fast-paced environment (multi-tasking/ability to work through interruptions).
• Ability to communicate with a positive attitude toward the customer during and after interactions.
• Ability to recognize when a customer is likely to repeat or re-encounter an issue and proactively take steps to help remedy the situation.
• Strong analytical and problem-solving abilities, with a keen attention to detail and a proactive approach to addressing issues.
• Willingness to work after hours and weekends on a limited, as-needed basis to address urgent issues or support critical business needs.

EDUCATION AND EXPERIENCE

• 1-3 years of experience in IT support or a similar role, demonstrating a strong understanding of computer systems, networks, and troubleshooting techniques.
• Experience with remote support tools and endpoint security solutions.
• Associate’s degree in information technology, Business Administration, or a related field, or equivalent combination of education and experience.
• Certifications such as CompTIA A , ITIL, or Microsoft MCP (preferred)
• Experience within HVAC industry / Infor (preferred)

PHYSICAL REQUIREMENTS

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties & responsibilities.

• The noise level in the work environment is usually quiet. Sources of noise include computers, phone calls, and conversation pursuant to working goals.

Minnesota Air, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with a disability, or any other category that may be protected by law.