Help Desk Analyst

Job Posted: October 19th, 2021

Location: Minneapolis, Minnesota, US

Ziegler CAT has an opening for a Help Desk Analyst that will field, log, diagnose, and resolve or redirect all internal and external customer calls/emails/walkups (incidents) to the IS User Support Center. This position may assist in developing and delivering training and tools (tips, knowledge base, etc) in the use of certain computer hardware and software applications. In addition, this person will keep customers informed of global problems, solicit feedback from customers on the operation of the User Support team, and participate in the evolution of our team's processes and procedures.


  • Understand, diagnose, and resolve or redirect computer, office phone, mobile device and software incidents
  • Record all incidents and resolutions in the incident tracking system
  • Assist manager and lead in performing analysis of incidents, identify opportunities for improvement, and coordinate with manager or lead to implement improvements
  • Prepare and maintain user tools such as knowledge base articles and user self help
  • Gain an understanding of the operation and support of 3rd party software applications used by Ziegler CAT staff
  • Fix installed software (configuration changes, software install/uninstall, etc.)
  • Occasionally take the lead on specific subject matter research and training/tools development, and lead or manager will oversee


  • High School Diploma or GED; 2 yr Degree preferred
  • Personal Attributes: Achievement Orientation, Attention to Detail, Customer Focus, Even Temperament, Problem Solving
  • Knowledge of Microsoft Office, Windows and Active Directory


Up to 10% travel

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