Job Title: Epic Helpdesk

City: Minneapolis

State/Province: Minnesota

Posting Start Date: 6/30/26

Job Description:

Job Description

Role NameAdministrator L3Potential Band AlignmentB2Role PurposeThe purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

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Areas of responsibility Triaging and resolution of ticketsPerform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.

Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures.

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Resolution of service RequestsFulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.SLA MonitoringMonitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.Change request executionCreate change requests as per the priority of the incident tickets in adherence with the defined guidelines.

Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes.Incident AnalysisAnalyse nature of incidents to support root cause analysis and related service improvement plans.

Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted.

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Mandatory Skills: Desktop Support.

Experience: 3-5 Years.

The expected compensation for this role ranges from $45,000 to $121,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.