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Associate Service Desk Analyst

Job Location Minneapolis, Minnesota

The Associate Service Desk Analyst position provides front-line technical support via phone, in email, and in person for all employees and contractors at Sleep Number.

Primary Responsibilities:

·         Use ticketing system to document incidents and to assign them to other groups if necessary.

·         Initial triage, troubleshooting, and analysis of hardware and software issues.

·         Assist with testing of new applications and updates to both software and hardware systems.

·         Interact with all levels of staff and management throughout each segment of the business.

·         Modification of configurations, utilities, software default settings, etc. for workstations.

·         Occasional troubleshooting deep dive into chronic/re-occurring issues.

·         Break/Fix of known issues.

·         Identify potential outages, fully document, and notify appropriate on-call staff.

·         Password resets not handled by automated systems.

·         Utilize, contribute to, and update the Service Desk knowledgebase.

·         Partner with Tier 2 and 3 Support Teams on projects, deployments, and upgrade initiatives.

Requirements :

Experience, Education & Certifications:

·         1-2 years of experience in a Service Desk environment or equivalent.

·         Troubleshooting experience in the following applications/systems:  Microsoft Office Suite 2010/16, Windows 7/10, Adobe Acrobat/Reader, local and networked printers, and Active Directory.

Knowledge, skills & abilities:

·         Strong written and oral communication.

·         Expert Customer Service skills

·         Creative, flexible, and proactive problem solver.

·         Ability to prioritize job duties in a fast paced environment.

·         Able to work effectively as part of a team.

Sleep Number is an equal opportunity employer, committed to recruiting, hiring and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; physical, mental, communicative or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law.

Job ID R513
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  • Information Technology, Minneapolis, Minnesota, United StatesRemove