Service Desk Technician II - Minneapolis
$31,200–$31,200 year
On-sitePlymouth, Minnesota, United States
Job Summary
Provide Level 2 technical support for incidents and service requests requiring advanced troubleshooting across hardware, software, mobile devices, identity platforms, and cloud-based services. Manage the full lifecycle of tickets while investigating recurring issues to identify root causes and reduce repeat incidents. Assist users with access management, password resets, multi-factor authentication, and identity-related issues for both onsite and remote employees. Perform deskside and remote support activities, maintain accurate inventory and asset tracking, and create technical documentation and knowledge articles. Contribute to process improvement initiatives, identify automation opportunities, and assist with training for junior staff. Participate in technology deployments, upgrades, and new system implementations while adhering to security standards and IT service management processes.
Required Qualifications
- Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience
- Three (3) to five (5) years of IT support or service desk experience
- Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint
- Working knowledge of Microsoft Entra ID (Azure Active Directory), Active Directory, Exchange Online, and user access management
- Experience with endpoint management solutions such as Microsoft Intune, Mobile Device Management (MDM), and device provisioning
- Experience working within an IT Service Management (ITSM) framework
- General working knowledge of networking and server concepts
- Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless networking, and remote connectivity troubleshooting
- Ability to diagnose, troubleshoot, and resolve complex technical issues while determining appropriate escalation paths when necessary
- Experience creating and maintaining technical documentation, knowledge base articles, and standard operating procedures
- Excellent customer service, interpersonal, written, and verbal communication skills
Desired Qualifications
- Industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft 365 Fundamentals
- Familiarity with Microsoft Intune, Exchange and Active Directory environments
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