Managed Services & Desktop Support Technician, Level 2 (New Hope, MN)

Our Managed Services & Desktop Support Technician (Level 2) role is responsible for troubleshooting and assisting clients with complex technical issues that arise. This role is responsible for supporting, maintaining, upgrading, and troubleshooting on our client’s networks, either through phone calls, or through remote support software. This position is for the person who loves to solve problems and work with new and exciting technologies, all while working directly with our clients. As a Level 2 technician, there is an expectation of expertise and ability to handle some escalated tickets and cases.

Responsibilities:

• Provide technical support to clients through phone, email, as well as occasional onsite visits
• Troubleshooting problems with: Microsoft Windows Desktop & Server, Microsoft Office, Networking, Firewalls, Linux
• Independently support assigned client systems, servers, e-mail systems, and workstations through remote access tools (70%), phone/email (25%), or on site visits (5%)
• Support of Microsoft Windows Desktop (45%), Windows Server (40%), & Other Misc. Operating Systems (5%)
• Setup, configure and install server and workstations at client locations.
• Maintain and monitor backup solutions for our clients
• Manage Active Directory, DNS, DHCP, Group Policies
• Recommend system improvements to ensure client networks meet industry best practices
• Diagnose, troubleshoot, and resolve a wide range of software, hardware, and connectivity issues

Requirements:

• Strong attention to detail & follow through
• Hard working, ability to multitask and prioritize
• Honest & dependable
• Ability to work independently or on a team, with excellent problem solving skills
• College level or higher grasp of the English language
• Above average customer service skills
• Ability to communicate and connect with people
• Occasional evening and weekend availability for on-call work
• 3+ years at an IT Managed Services Provider
• 4+ years’ experience in Information Technology, Managed Services or IT Consulting experience.

Perks:

• Great company & team!
• Health & Dental Insurance
• Retirement Account & employer contribution
• PTO
• Flexible Scheduling
• Parking on site. Easy commute, just outside of Minneapolis in New Hope
• Ongoing training materials & reimbursement for relevant certifications