Associate Service Desk Analyst
PTC, Shoreview, MN, United States
Summary
The Associate Service Desk Analyst provides frontline technical support to employees through phone, chat, and ticketing systems. This role is responsible for triaging and resolving user issues, monitoring critical systems, escalating incidents to appropriate teams, and ensuring a positive support experience. The analyst will also help maintain knowledge base documentation and support the adoption of new AI‑enabled tools to improve support efficiency and proactive monitoring. This position begins with in‑office training and transitions to a hybrid schedule (1–2 days per week onsite) once the analyst is fully trained and self‑sufficient.
End-User Support
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.
Maintain accurate documentation and timely updates on all tickets.
Ticket Queue & Incident Management
Monitor the service desk ticket queue continuously to ensure timely response and resolution.
Identify and escalate incidents following established procedures.
Track incident status and maintain clear communication with users throughout issue resolution.
Critical System Monitoring
Monitor system alerts for critical (Sub1, Sub2, Sub3) applications and infrastructure.
Notify and engage appropriate teams when outages or high-severity incidents occur.
Support restoration efforts by coordinating communication with internal technical teams.
Knowledge Base Maintenance
Create, update, and maintain knowledge base articles.
Ensure documentation is accurate, clear, and helps reduce incoming ticket volume.
Support self‑service initiatives for end users.
AI & Proactive Support Tools
Assist with the integration of AI‑driven tools 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 and AI‑augmented support processes.
General Operational Support
Perform daily operational checks and maintain operational readiness.
Follow ITIL best practices for incident, request, and knowledge management.
Provide exceptional customer service with professionalism, accuracy, and a user‑centric approach.
Basic Qualifications
Associate’s degree in Computer Science, IT, or related field.
1–3 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 with Nexthink or similar endpoint analytics/monitoring tools.
Familiarity with AI‑based or 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.
Benefits PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $40,000 and $45,000. Actual compensation may vary based on a candidate’s skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance‑based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity 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, and, if you are an office‑assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.
Equal Opportunity Employer Statement At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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End-User Support
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.
Maintain accurate documentation and timely updates on all tickets.
Ticket Queue & Incident Management
Monitor the service desk ticket queue continuously to ensure timely response and resolution.
Identify and escalate incidents following established procedures.
Track incident status and maintain clear communication with users throughout issue resolution.
Critical System Monitoring
Monitor system alerts for critical (Sub1, Sub2, Sub3) applications and infrastructure.
Notify and engage appropriate teams when outages or high-severity incidents occur.
Support restoration efforts by coordinating communication with internal technical teams.
Knowledge Base Maintenance
Create, update, and maintain knowledge base articles.
Ensure documentation is accurate, clear, and helps reduce incoming ticket volume.
Support self‑service initiatives for end users.
AI & Proactive Support Tools
Assist with the integration of AI‑driven tools 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 and AI‑augmented support processes.
General Operational Support
Perform daily operational checks and maintain operational readiness.
Follow ITIL best practices for incident, request, and knowledge management.
Provide exceptional customer service with professionalism, accuracy, and a user‑centric approach.
Basic Qualifications
Associate’s degree in Computer Science, IT, or related field.
1–3 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 with Nexthink or similar endpoint analytics/monitoring tools.
Familiarity with AI‑based or 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.
Benefits PTC carefully considers a wide variety of factors when determining compensation. The anticipated annual salary range for this position is between $40,000 and $45,000. Actual compensation may vary based on a candidate’s skills, qualifications, experience, and location. Additionally, candidates may be eligible for a performance‑based bonus. Employees also have the opportunity to become a PTC shareholder through our employee share purchase program (ESPP), which allows for the purchase of discounted PTC stock. Certain roles may also be eligible for participation in our equity 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, and, if you are an office‑assigned employee, a generous commuter subsidy. All total rewards and benefits programs are subject to applicable plan eligibility and other terms and conditions.
Equal Opportunity Employer Statement At PTC, we believe in the power of diverse ideas and perspectives. As a global company that values and respects all identities, cultures, and perspectives, we strive to create an inclusive PTC for ALL through an environment where everyone feels like they belong and are empowered to bring their true, authentic selves to work. Proud to be an Equal Opportunity Employer, we welcome applicants from all backgrounds and hire without regard to race, national origin, religion, age, color, ethnicity, ancestry, marital status, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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