Helpdesk - Eden Prairie, MN

Date Posted: 02/22/2021

Helpdesk Analyst

Primary Responsibilities:
• Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment
• Troubleshoot applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
• Follow all escalation procedures according to service level agreement
• Use remote control tool to assist end users when needed
• Provide an accurate record of each call in incident management tracking tool
• Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
• Act as a technical resource to others to resolve problems, issues, errors or related
• Anticipate customer needs and proactively identifies solutions
• Plan, prioritize, organize and complete work to meet established objectives
• Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.
• Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.

Required Qualifications:
• Bachelor's Degree or higher level of education or relevant experience
• 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP
• 3 or more years of experience in a customer service role
• 3 or more years of Technology Support experience, including advanced level of triaging
• 1 or more years of experience with maintenance and operations (M&O) support
• Experience with MS Office (including Word, Excel and PowerPoint)
• Ability to communicate professionally both written and oral
• Excellent customer service and soft skills



"I was so impressed with the outstanding service that Equity Staffing provided in placing me in my current position.  I wasn’t sure I would be a good candidate for this position, but my recruiter and Equity’s Account Manager took the time to go over the job description and how my experience and skill set would fit in perfectly with this job assignment.  I am glad I took their advice, because I am now on contract with a great company working with a professional staff and learning how to support a management team in an industry I have never worked in before.” 

Lisa M.

Denver, CO

“I’ve been an IT contractor for 9 years, and in that time I’ve been exposed to numerous IT staffing firms and consulting agencies, big and small.  Equity impressed me immediately.  My recruiters quickly and efficiently connected me with a great tech company whose needs in both personality and tech proficiency matched my wheelhouse in addition to a healthy dose of career progressing tech challenges.  And a 12 minute drive from my house no less.  That’s huge for me.  They were willing to meet face to face before the client company interview which, in my experience, is critical to the staffing firm / contractor relationship.  Equity is organized, modern, and professional, and my recruiters were very pleasant to work with, responsive, and generous with their time.  I’m grateful for all they’ve done for me.”

Christopher S.

Minneapolis, MN

“Working as a consultant for Equity Staffing Group has been a wonderful experience.  My recruiter was a true professional throughout the entire process.  Equity separates itself from other staffing companies I have worked with in past because they provided wonderful customer service, they had benefits offerings,  the onboarding was easy and efficient but best of all they followed up with me prior to my assignment ending and found my next assignment shortly afterward.  I highly recommend the professionals at Equity Staffing Group!”

Tamika B.

Atlanta, GA