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Senior Service Desk Analyst
CliftonLarsonAllen
Minneapolis, MN, United States
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CLA is seeking to hire Senior Service Desk Analysts for both our Madison, WI and Minneapolis, MN office locations. We have a fast paced and collaborative work environment. CLA believes in openness to ideas and a culture where employees are defined by their capabilities and contributions rather than title or tenure.
JOB RESPONSIBILITIES:
•Evaluate and prioritize incoming telephone, voice mail, e-mail, and in-person requests from users experiencing problems with hardware, software, networking, VOIP phone systems, mobile devices, remote desktop configurations, and other computer-related issues.
•Problem recognition, research, isolation, resolution, and follow-up for common and advanced issues
•Maintain knowledge base related to problem documentation and resolution.
•Train and assist junior staff on resolution of complex issues
•Log detailed activities, track calls/requests utilizing an incident management database, and maintain historical records related to problem documentation and resolution.
•An enthusiastic, positive, “can-do” attitude.
•Ability to work independently or in a team setting.
•Working knowledge of IT ticketing systems.
•Previous customer service experience in a service desk environment is a must.
•Strong problem solving skills, detail-oriented mindset and the ability to multitask and demonstrate strong organization skills
REQUIRED EDUCATION EXPERIENCE:
•3-5+ years of related experience working with PCs, VOIP phone systems, network configurations, and mobile devices is required.
•Certifications including A+, MCP or MCSE are a plus
CLA exists to create opportunities for our people, our clients, and our communities. We are a proud equal opportunity/affirmative action employer . All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, disability status, protected veteran status, national origin, or any other characteristic protected by law.
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