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Help Desk Analyst I

City Maple Grove State Minnesota

The Help Desk Analyst provides hardware and software support to users of the company's personal computers and local area network. Focuses on hardware, operating system, connectivity, technical and support issues. Directly responds to and resolves user problems. Answers IT help desk phone calls in a courteous and professional manner. Provides technical, operational, and training support to users of desktop hardware and software by telephone or on-site at the user's work area. Evaluates urgency of each problem and informs user of when their problem will be worked on. Using judgment returns a problem to a user when the problem is the user's responsibility. Directs users to appropriate resources from which the user can solve the problem on their own. Provides status updates to users when a problem requires an extended time period to research and resolve. Determines when a problem requires escalation. Understands the procedures to be used to escalate a problem within the department. Determines the source of recurring errors and develops methods to resolve them. Maintains a complete understanding of IT network policies and is able to explain these policies to users when the need arises. Performs scheduling and coordination when outside training and help desk resources are used. Records each problem and its resolution on appropriate documents thereby documenting the position’s contribution to the organization and creating a database of knowledge.

  • Provides hardware and software support to users of the company's personal computers and local area network
  • Focuses on hardware, operating system, connectivity, technical and support issues.
  • Directly responds to and resolves user problems.
  • Answers IT help desk phone calls in a courteous and professional manner.
  • Works efficiently to locate and implement solutions to support requests.
  • Using judgment returns a problem to a user when the problem is the user's responsibility.
  • Directs users to appropriate resources from which the user can solve the problem on their own.
  • Determines when a problem requires escalation.
  • Provides status updates to users when a problem requires an extended time period to research and resolve, or when escalated to another functional or hierarchal team.
  • Understands the procedures to be used to escalate a problem within the department.
  • Determines the source of recurring errors and develops methods to resolve them.
  • Maintains a complete understanding of IT network policies and is able to explain these policies to users when the need arises.
  • Performs scheduling and coordination when outside training and help desk resources are used.
  • Records each problem and its resolution in IT Support Request ticket system, using established best practices for documentation.
  • Provides suggestions or contributions to the user facing self help portal.

Requirements:

Associate's Degree, or equivalent accredited training in computer technology, or High School Diploma and an appropriate certification from Microsoft, CompTIA, or the Help Desk Institute, or High School Diploma and a minimum of 4+ years of related work experience. Minimum of 2+ years of experience supporting desktop hardware and personal computer applications within a networked environment. A high level of proficiency in Microsoft operating systems and Microsoft Office 365 is required. Excellent written and verbal communication skills both in-person, and by telephone, is required. 

Other skills and abilities:

A commitment to working well with other Help Desk analysts in a team environment required.  Experience providing training for desktop hardware and personal computer applications within a networked environment preferred.  Experience with IT related professional associations preferred.  Experience creating or editing written user training documentation is preferred.


Upsher-Smith Laboratories, LLC. is committed to providing equal employment opportunity to all applicants and employees according to all applicable equal opportunity and affirmative action laws, directives and regulations of federal, state and local governing bodies and agencies. In keeping with this commitment, Upsher-Smith Laboratories, LLC. will recruit, hire, train and promote persons in all job titles, without regard to race, color, creed, religion, sex (including factors related to pregnancy or child birth), national origin, age, marital status, familial status, disability, sexual orientation, gender identity status with regard to public assistance, employment status, local human rights commission activity, status as a protected veteran, genetic information, atypical hereditary cellular or blood trait, or any other protected category.
Job ID 7463

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