Service Desk Analyst I

Service Desk Analyst I

Mortenson is currently seeking a Service Desk Analyst I responsible for providing general support to Mortenson team members by responding to ITS Service desk requests, incident logging, troubleshooting, and providing excellent customer service. Hiring Location: Minneapolis, MN

Responsibilities:

• Answer calls into the service desk and provide quality customer service to resolve issues.
• Log all incidents and requests in the ITS incident management system.
• Provide general setup and troubleshooting on computer hardware and software.
• Ensure all communication and escalation processes are followed.
• Develop and maintain a thorough understanding of the customer's business process.
• Recommend creation of knowledge base documents to assist customers and the Service Desk.
• Effectively work and build relationships with those of diverse backgrounds and organizational levels.
• All other duties as assigned.
• Participate in special assignments and projects as requested, which may include:
• Validating software setup/configuration instructions
• Participating in ITS projects
• Account setups and administration
• Printer setups
• Security access administration

Qualifications:

• 1+ year of experience in related field
• Excellent troubleshooting and organization skills
• Professional, detail-oriented team player
• Ability to provide a high level of customer service in a dynamic environment
• Thorough knowledge of Office 365, and other office software and equipment
• Positive attitude and professional customer service skills
• Strong analytical, problem-solving skills
• Strong interpersonal and communication skills
• Active listening skills and effective communication including an openness to diverse input and feedback
• Ability to safely lift and move items weighing up to 20 pounds, with or without reasonable accommodation
• Ability to provide deskside service across the campus, requiring mobility to move between workstations, with or without reasonable accommodation

A few benefits offered include:

• Medical and prescription drug plans that includes no additional cost vision coverage
• Dental plan
• 401k retirement plan with a generous Mortenson match
• Paid time off, holidays, and other paid leaves
• Employer paid Life, AD&D, and disability insurance
• No-Cost mental health tool and concierge with extensive work-life resources
• Tuition reimbursement
• Adoption Assistance
• Gym Membership Discount Program

The hourly pay range for this role is $26.63/hour - $35.96/hour. (Actual range is higher for the following office locations: Denver, CO and Chicago, IL - 5%, Seattle, WA, and Portland, OR - 10%, Washington, D.C. - 12.5%). Base pay is positioned within the range based on several factors including an individual's knowledge, skills, and experience, with consideration given to internal equity.

About Mortenson:

As a top builder, developer, and EPC (Engineering, Procurement, and Construction), our expertise spans markets like sports, renewable energy, data centers, healthcare, and more. We are builders at heart, working to ensure the built environment has a lasting positive impact.

Equal Employment Opportunity:

Your uniqueness brings new and creative perspectives to the team. Mortenson is committed to providing equal opportunities of employment (EOE) to all individuals, regardless of your race, religion, gender, national origin, age, veteran status, disability, marital status or any other legally protected category.

Other Items to Note:

• Mortenson reserves the right to hire any individual without legal or financial obligation on unwanted solicitations.
• No agency emails, calls, or solicitations are accepted without a valid agreement.
• Must be currently legally authorized to work in the U.S. without sponsorship for employment visa status (e.g., H1B status, 0-1, TN, CPT, OPT, etc.).
• We are unable to sponsor or take over sponsorship of an employment Visa at this time.
• Mortenson is an EOE/Affirmative Action/M/F/Veteran/Disabled employer.