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The IT Service Desk Analyst II is responsible for ensuring reliable computer operations that allow end users to effectively carry out business tasks. This role involves researching, diagnosing, documenting, and resolving technical issues related to hardware, software, connectivity, applications, and phones, while also monitoring, escalating, and fulfilling service requests such as network or application access and hardware/software installations. The Analyst will coordinate and perform regular maintenance on systems, manage asset records and spare inventory, and develop clear technical documentation for both IT staff and end users. Additionally, this position requires proactively expanding technical knowledge and skills, as well as identifying and implementing solutions that enhance end-user productivity. This position is located in Willmar, MN.

Our goal at LSI is to provide tailored professional shared services to each of our customers, partnering with them to become an extension of their team. Headquartered in Willmar, MN, on the beautiful MinnWest Technology Campus, Life-Science Innovations employs people in a variety of roles and expertise. We hire technically passionate, positive, career-minded individuals who align with our core organizational values.

Responsibilities include but are not limited to:

+ Provide technical support and customer service to end users via phone, IM, email, or in person.

+ Gather information from customer in order to analyze, research, diagnose and resolve issues

+ Troubleshoot, diagnose, and resolve issues with hardware, software, applications, mobile devices, and network connectivity.

+ Serve as an escalation point for complex issues, guiding less experienced Service Desk staff.

+ Manage tickets, escalate unresolved issues, and document troubleshooting steps.

+ Utilize remote tools and industry standard diagnostic utilities to aid in troubleshooting.

+ Provision and manage end-user accounts, including access in Active Directory, and conduct periodic access audits.

+ Set up, configure, and maintain desktops, laptops, peripherals, phones, and other IT equipment.

+ Perform preventative maintenance, analyze trends & identify opportunities, provide suggestions for continual improvement.

+ Assist with IT Operations reporting & process work as required.

+ Maintain IT inventory, assist with procurement, and ensure equipment standards and records are up to date.

+ Contribute to the technical knowledgebase and suggest process improvements to enhance Service Desk efficiency and end-user experience.

+ Participate in IT projects, assist with testing, and support end-user communications for new or changed technology.

The ideal candidate will have the following educational and experience background:

+ Strong knowledge of computer hardware, software, networking, telecom, MDM/MAM, and business applications.

+ Solid understanding of IT Service Desk functions and related best practices.

+ Proficient with Microsoft desktop operating systems, O365, security software, and Microsoft Server environments.

+ Experience with Active Directory, DNS, TCP/IP, and IT Service Desk best practices.

+ Minimum 3+ years of directly related experience.

+ Working experience with IT Service Management Software, remote troubleshooting, and advanced hands-on technical work.

+ Skilled in troubleshooting, prioritizing issues, and ensuring root causes are addressed.

+ Excellent customer service, communication, and teamwork abilities; able to manage multiple tasks and defuse frustrated users.

+ Familiarity with IT Service Management software and diagnostic utilities (e.g., PowerShell, command line, Putty).

+ Bachelor’s degree in IT or equivalent experience preferred; certifications such as A+, Network+, MCP, or CSA a plus.

Our Purpose is to Share Smarter, Serve Better - By providing tailored professional shared services, partnering with our customers to become an extension of their team.

Our Guiding Values:

+ Employee Well-Being: We are committed to maximizing every employee’s talent in their role within the organization, and care about the well-being of each employee from a whole-life perspective.

+ Communication | Collaboration: Success is built on relationships.  We will bring expertise, professionalism and a genuine love for our craft to the table – and expect the same in return.

+ Stewardship: Our investment of time, talent, and treasure will do great things in the long run. We make decisions based on our responsibility to our employees, our customers, our stakeholders and our community.

+ Trustworthiness:  There are no substitutes for honesty and kindness and doing what’s right.

+ Excellence:  We are persistent in achieving objectives efficiently and effectively; finding new ways to grow our company and each other.

Benefits at LSI:

We are proud to offer a generous benefit package in addition to competitive compensation. Our benefits include medical, dental, and vision insurance options, a Health Savings Account with company match, 401K plan with company match up to 4% of your compensation, PTO accrual, two personal days per year, holiday pay, company paid short and long term disability, and company paid life insurance.

Pay Range: $54,400 – $68,000

To Apply or Further Inquire Contact:

Rachel Weiss | Talent Acquisition Specialist

[email protected]

320-222-9790

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