IT Service Desk Analyst

IT SERVICE DESK ANALYST | YMCA ASSOCIATION (ST.

PAUL) | FULL-TIME | IN-PERSON | $21.50 - $23.40/hour AT A GLANCE: In-person | Centrally located in St.

Paul (Sunrise Banks Building) Free parking $21.50$23.40/hour This is a hands-on IT opportunity for IT professional with a Love technology and a passion for helping others where you can see the impact of your work every day.

Youll build and set up workstations and laptops, solve technology challenges, and help YMCA of the North employees across the organization have the tools they need to serve our communities.

Full-time (non-exempt) with benefits, career development, free family membership along with other perks! Pay: The salary for this position starts at $21.50 hourly.

We take into consideration an individuals background and experience in determining salary; therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience.

The compensation package includes a wide range of other benefits and earned time off that vary depending on part-time or full-time status.

1.

Job Summary: The IT Service Desk Analyst provides responsive, customer-focused technical support to YMCA team members across branch, office, and remote work environments.

Serve as a primary point of contact for technology support, diagnosing, prioritizing, documenting, and resolving incidents and service requests related to endpoint devices, software applications, identity and access management, collaboration platforms, network connectivity, and approved artificial intelligence tools.

The Analyst is responsible for provisioning and maintaining technology equipment and user access, promoting secure and effective technology practices, maintaining accurate records and asset inventories, and contributing to knowledge management resources.

Collaborate with internal technology teams and external partners, escalating complex, high-impact, or security-related issues in accordance with established procedures and service expectations.

2.

Essential Functions: Frontline Technical Support (Approx.

60%) Provide responsive support by phone, email, chat, remote-support tools, and in person.

Record, prioritize, troubleshoot, resolve, and close incidents and service requests in Jira Service Management or the designated IT service management platform.

Maintain accurate documentation, user communications, and status updates.

Endpoint Provisioning and Support (Approx.

20%) Configure, deploy, maintain, recover, and securely retire Windows computers, Macs, mobile devices, shared devices, peripherals, and approved applications using established endpoint management and security standards, including Microsoft Intune and Windows Autopilot where applicable.

Documentation and Continuous Improvement (Approx.

10%) Create and maintain knowledge-base articles, standard operating procedures, user guides, and self-service resources.

Identify recurring issues and contribute to problem management and service improvements.

Projec...