Michael Baumhofer

Service Desk Analyst @State of Minnesota

St Paul, MN, US

Service Desk Analyst State of Minnesota, St. Paul, MN 03/2024 – Present•Provide broad first tier support for all enterprise systems including desktops, laptops, and associated peripherals for statewide employees.•Assist end users with a wide variety of issues involving Microsoft Office Products, including Outlook, Teams, and SharePoint sites. •Troubleshoot and assist users with remote connectivity and VPN related issues. •Maintain accurate tracking through BMX ticketing system and escalate tickets as needed to appropriate teams. •Utilize Active Directory for authentication for password unlocks, onboarding/offboarding activities. •Make use of SCCM for actively sending requested and approved software to end users. •The expertise to effectively communicate both verbally and written to the end user community. •Strong Customer Service Skills which include active listening, empathy and problem solving. •Proven ability to effectively work with remote based applications to connect with end users while working remotely.