Service Desk Analyst

Join a team that not only prides itself on expert IT consulting, but also in the partners we carefully select to work with, right down to the staff we hire. Building trusted relationships with our clients is part of why we like working here; we think you’d like it too.

Role Description

Xigent Solutions is seeking a Service Desk Analyst to serve as a critical guardian of our clients' enterprise environments. This role provides essential technical support focused on the health, performance, and recoverability of core infrastructure—including virtualization, enterprise storage, and data protection systems.

Working in tandem with the Service Coordinator, you will be the first line of defense for service requests and infrastructure-level alerts. Your mission is to ensure that client data is protected, replication is healthy, and virtual resources are optimized for performance.

Duties & Responsibilities:

Infrastructure Monitoring & Alert Response:

· Triage hardware and software alerts (Storage, Compute, Network, etc.) and perform initial root-cause analysis before escalating to senior consultants.

· Perform basic virtual machine (VM) administration in VMware and Verge, including resource expansions and snapshots.

· Act as the primary responder for alerts generated by LogicMonitor and other infrastructure telemetry tools.

Data Protection & Recovery Management:

· Conduct regular audits of Cohesity backup logs to ensure successful completion and data integrity.

· Monitor Zerto replication health, proactively identifying and resolving RPO/RTO lag or connectivity issues.

· Perform scheduled restores to validate that client backups are functional and meet compliance requirements.

Ticket Management and Client Communication:

· Maintain meticulous technical documentation in the ITSM platform (ConnectWise Manage), ensuring every troubleshooting step is recorded.

· Provide consistent and proactive follow-up on all assigned service tickets, ensuring clients are kept informed of progress, resolution status, and next steps.

· Coordinate with the Service Coordinator to manage the flow of technical requests and maintain high SLA compliance.

Process Improvement:

· Identify recurring infrastructure alerts and contribute to the development of automated response SOPs.

· Update and maintain technical documentation in ITGlue to ensure the team has "single source of truth" information.

Required Skills:

• Understanding of virtualized compute and storage (VMware ESXi/vCenter experience is a major plus).
• The ability to look at a monitoring graph or a log file and distinguish "noise" from a critical failure.
• Exceptional organizational, time-management, and prioritization skills with an obsessive attention to detail.
• Excellent verbal and written communication abilities; ability to translate technical information for non-technical clients.
• Unflappable, positive, and professional demeanor in a fast-paced, high-pressure environment.
• Ability to manage multiple, competing priorities simultaneously.
• A commitment to accurate time-tracking and technical notetaking.
• Deep familiarity with IT service management (ITSM) processes; ITIL Foundation certification is a major plus.

What You Bring:

• A team-player attitude, working seamlessly with the Service Coordinator and engineering teams to address complex infrastructure requests with a "can-do" approach.
• A deep commitment to "white glove" technical reliability, treating client data protection and system uptime as your highest professional priority.
• A proactive and process-driven mindset; you don’t just resolve an infrastructure alert; you identify the root cause and update documentation to prevent its recurrence.

Educational/Vocational/Previous Experience Recommendations:

• Associate’s degree in Information Technology, Infrastructure, or a related field (or equivalent experience).
• Experience: 1+ years of experience in a technical support role, preferably within an infrastructure-focused MSP or NOC environment.
• Certifications: CompTIA A+, Network+, or similar certifications are highly preferred as baseline credentials.

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Full on the job training & support.
• Fun working environment and culture.

Job Type: Full-time

Pay: $50,000.00 - $58,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Minnetonka, MN 55345