Service Desk Analyst II

SunStream Business Services

. Resolve incidents and service requests within SLA expectations, including onboarding and offboarding activities .

Posted 11/7/2026full-timeSt. Paul • Minnesota • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in resolving technical issues and providing exceptional customer service in a Service Desk environment. Proficient in supporting Microsoft technologies and maintaining documentation while contributing to continuous improvement initiatives.

Highest-signal resume keywords

Service Desk ExperienceMicrosoft Windows SupportCustomer Service ExcellenceITIL KnowledgeTechnical Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting TechniquesActive DirectoryAzureMicrosoft 365Remote SupportNetwork InfrastructureChange ManagementSolution TestingTechnical DocumentationIncident Management

Soft Skills

Verbal CommunicationWritten CommunicationCustomer-Focused ApproachTraining and OnboardingContinuous Improvement Mindset

Tools & Technologies

CompTIA A+MD-100 Windows ClientMicrosoft 365 FundamentalsEntra IDKnowledge Base Management

Certifications & Qualifications

CompTIA A+MD-100 Windows ClientMicrosoft 365 Fundamentals

Industry Keywords

Service DeskHelp DeskTechnical SupportITILUser Experience

Tech Stack

Tools & technologies

Azure

About the role

Key responsibilities & impact

Resolve incidents and service requests within SLA expectations, including onboarding and offboarding activities
Provide advanced support for applications, devices, peripherals, and meeting room technologies
Serve as a Tier II escalation resource for Service Desk team members
Participate in an on-call rotation to support customer technology issues
Assess, prioritize, troubleshoot, and resolve technical issues with a customer-first approach
Coordinate with IT teams to drive complex issues through resolution
Assist with solution testing and validation activities
Create and deliver technical communications to internal and external customers
Maintain knowledge base articles and self-service documentation
Train and onboard employees and external resources on technical processes and customer service expectations
Contribute to continuous improvement initiatives by evaluating and implementing new technologies, processes, and tools

Requirements

What you’ll need

Minimum of 3 years of experience in a Service Desk, Help Desk, or similar technical support role
Prior customer service experience with a demonstrated commitment to delivering an exceptional user experience
Associate degree, coursework in Information Technology, or an equivalent combination of education and experience
Industry certifications such as CompTIA A+, MD-100 Windows Client, Microsoft 365 Fundamentals (MS-900), or similar certifications preferred
Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Entra ID, and Azure environments
Strong knowledge of hardware, peripherals, software, and remote troubleshooting techniques
Working knowledge of network infrastructure concepts and change management practices
Knowledge of ITIL incident, service request, problem, and change management processes
Excellent verbal and written communication skills with the ability to effectively support users at all levels of the organization
Ability to safeguard the confidentiality, security, and integrity of company and client systems and data

Benefits

Comp & perks

Competitive salary and bonus package
Comprehensive medical, dental and vision insurance
Tax-advantaged healthcare accounts
401(k) plan with generous employer match
Income protection benefits
Individual learning & development budget
Robust time off plans
Workplace flexibility
Hybrid work environment with remote work opportunities