IT Customer Experience Analyst – Join our IT Team!

This position is fully onsite in St. Paul, MN. 
 
Total Tool, a NEFCO company, is an industry leader providing tools, equipment, rentals, repairs, and custom solutions to keep job sites running safely and efficiently. We are proud to join the NEFCO family, expanding our capabilities and continuing to provide exceptional service across North America. We offer a supportive, team-focused environment where your growth matters.
 
We are seeking a motivated and experienced IT Customer Experience Analyst to join our Information Technology team. This role is ideal for a self-starting professional dedicated to delivering exceptional technical support and outstanding customer service. The IT Customer Experience Analyst serves as a key escalation point for advanced technical issues while supporting critical IT infrastructure.
 
This position provides onsite technical support for an assigned location and nearby branches, as well as remote and onsite support for colleagues across all company locations.
 
WHAT YOU WILL DO:
As an IT Customer Experience Analyst, you will provide Tier 2 support, manage service requests, and ensure a professional and responsive IT support experience. Responsibilities include, but are not limited to:

• Provide Tier 2 technical support and serve as an escalation point for Tier 1 technicians.
• Troubleshoot hardware and software issues on desktops, laptops, printers, phones, and mobile devices.
• Support business applications including Microsoft Office, Adobe products, and Epicor Eclipse.
• Manage incoming IT requests, prioritize tickets, and document resolutions in the ticketing system.
• Deploy and configure new hardware, software, and mobile devices for employees.
• Assist with IT asset tracking and hardware lifecycle management.
• Deliver professional customer service and communicate clearly with end users.
• Create and maintain technical documentation.
• Participate in a rotating on-call support schedule.

• Minimum of 4 years of experience in Desktop Support or a similar IT support role.
• Bachelor’s degree in Computer Science, Information Systems, or related field, or an equivalent combination of education and experience.
• Strong proficiency with Windows operating systems.
• Experience supporting VoIP phone systems and mobile devices (iPhone and Android).
• Experience working with IT ticketing systems.
• Familiarity with Dell business hardware, HP/Zebra printers, Mitel phone systems, and Epicor Solar Eclipse is a plus.
• Experience managing Active Directory and Group Policy.
• Working knowledge of Microsoft Office 365 Enterprise (Exchange, Teams, SharePoint, MFA).
• Experience with Freshservice or other IT Service Management platforms (ITSM).
• Excellent written and verbal communication skills.
• Strong troubleshooting and analytical problem-solving abilities.
• Meticulous documentation habits.
• Ability to work independently and collaborate effectively within a team environment.
• Industry certifications such as CompTIA A+, Network+, Security+, CCNA, or CCENT are preferred.

• Paid Time Off (PTO)
• Eight (8) holidays off – PAID!
• Medical, dental, and vision insurance
• Health Savings Account and 401(k) with employer match
• Company-paid life and short-term disability insurance
• Voluntary life insurance options
• Paid Parental Leave Options
• Voluntary Critical Illness, Accident, and Hospital Indemnity coverage
• Continued professional development and career advancement opportunities 

• Ability to lift and move IT equipment and hardware weighing up to 40 pounds
• Ability to work at desks, computer stations, and equipment setups for extended periods
• Ability to communicate effectively in a professional office and technical support environment
• The physical requirements listed below represent those necessary to successfully perform the essential duties of this position

 
Ready to grow your career while making a difference? Apply today and join a team that supports your success!