Associate Service Desk Analyst
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Job Location:
Shoreview, MN - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Our world is transforming and PTC is leading the software brings the physical and digital worlds together enabling companies to improve operations create better products and empower people in all aspects of their business.
Our people make all the difference in our success. Today we are a global team of nearly 7000 and our main objective is to create opportunities for our team members to explore learn and grow all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.
Summary
The Associate Service Desk Analyst provides frontline technical support to employees through phone chat and ticketing systems. This roleis responsible fortriaging and resolving user issuesmonitoringcritical systems escalating incidents toappropriate teams and ensuring a positive support experience. The analyst will also helpmaintainknowledge base documentation and support the adoption of newAI-enabledtools to improve support efficiency and proactive monitoring.
This position beginswith inoffice training and transitions to a hybrid schedule (12 days per week onsite) once the analyst is fully trained andself-sufficient.
Primary Responsibilities
End-UserSupport
Act as the first point of contact for users via phone live chat and IT ticketing.
Triage route and resolve Level 1 technical issues related to hardware software access mobile devices and business applications.
Maintainaccuratedocumentation andtimelyupdates on all tickets.
Ticket Queue & Incident Management
Monitor the service desk ticket queue continuously to ensuretimelyresponse and resolution.
Identifyand escalate incidents following established procedures.
Track incident status andmaintainclear communication with users throughout issue resolution.
Critical System Monitoring
Monitor system alerts for critical (Sub1 Sub2 Sub3) applications and infrastructure.
Notify and engageappropriate teamswhen outages orhigh-severityincidents occur.
Support restoration efforts by coordinating communication with internal technical teams.
Knowledge Base Maintenance
Create update andmaintainknowledge base articles.
Ensure documentation isaccurate clear and helps reduce incoming ticket volume.
Supportself-serviceinitiatives for end users.
AI & Proactive Support Tools
Assistwith the integration ofAI-driventools into service desk workflows.
Use Nexthink to support proactive endpoint monitoring performance insights and early detection of user-impacting issues.
Provide recommendations for improving automation andAI-augmentedsupport processes.
General Operational Support
Perform daily operational checks andmaintainoperational readiness.
Follow ITIL best practices for incident request and knowledge management.
Provide exceptional customer service with professionalism accuracy and auser-centricapproach.
Basic Qualifications
Associates degree in Computer Science IT or related field.
13 years of experience in a help desk service desk or technical support environment.
Strong verbal and written communication skills.
Ability to work onsite daily during training then transition to hybrid.
Solid troubleshooting skills with Windows OS hardware and standard enterprise applications.
Preferred Qualifications
Experience withNexthinkor similar endpoint analytics/monitoring tools.
Familiarity withAI-basedor automated support tools.
Knowledge of ITIL concepts or ITIL certification/training.
Salesforce application support experience.
Strong understanding of PC hardware/software and common enterprise support issues.
Ability to multitask remain calm under pressure and provide excellent customer service.
PTC carefully considers a widevarietyof factorswhendeterminingcompensation.Theanticipatedannual salary range for this positionisbetween$40000 - $45000.The salary rangereflectsa good-faith estimate of compensation at the time of posting.Actualcompensationmay vary based on a candidates skills qualifications experience and location. Additionally candidates may be eligible fora performance-basedbonus.Employeesalsohavethe opportunity tobecome a PTC shareholder through our employee share purchase program(ESPP)which allowsfor thepurchaseofdiscounted PTC stock.Certainrolesmay also be eligible forparticipation in ourequity programs.Employees may be eligible for medical dental and vision insurance paid time off and sick leave tuition reimbursement 401(k) contributions and employer match flexible spending accounts life insurance disability coverage andif you are an office-assigned employeea generous commuter subsidy.All total rewards and benefits programs are subject to applicable planeligibilityand otherterms and conditions.
For more informationaboutPTCs comprehensive benefits pleasevisitourCareers Page.
PTC recruits on a rolling basis. Candidates are considered as they apply until the opportunity is filled.
Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world. Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you.
If you share our passion for problem-solving through innovation youll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us
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Required Experience:
IC
Key Skills
- Editorial
- Catering
- B2C
- Camp
- Computer Engineering
About Company
PTC accelerates digital transformation with a new generation of technology that powers the ways you engineer, manufacture, and service your physical products.
