Help Desk Analyst II

At Scipi, our vision is rooted in the belief that a people-first approach is the key to sustainable success. We have built a workplace where employees are deeply engaged, finding purpose and fulfillment in their roles. Our historic and current leadership philosophy has consistently prioritized people over profits, recognizing that a healthy bottom-line profit and increasing shareholder value are natural outcomes of a thriving and engaged workforce. We aspire to maintain a warm and respectful culture where team members feel valued, respected, and motivated to excel. Our vision extends beyond financial metrics to encompass creating an environment where employees proudly share their experiences and feel a sense of ownership in Scipi’s success. Through our “People First” philosophy, we continuously strive to build a workplace where every individual feels empowered, rewarded, and inspired to contribute their best. Job Title: Help Desk Analyst II Are you looking to take your IT career to the next level and provide advanced, technical support to a Minnesota Star Tribune Top 200 Workplace? Scipi Companies might have the role just for you! Company Intro: Scipi is the parent company to North Central, Sunburst Memorials and Parts Midwest. Scipi has been 100% employee owned since 2014 and is one of the oldest ESOPs in the state of Minnesota. Scipi is comprised of a shared services team for HR, IT, Marketing, and Accounting for our 3 companies. Our Mission Statement is: We make a difference in the lives we touch. This position will serve multiple location throughout central MN but will be officed at our Sunburst Memorials Headquarters in St. Cloud, also known as the Granite City, is home to several parks and attractions highlighting our granite mining history. For example, Quarry Park and Nature Preserve is a 683 acre preserve with 20 former granite quarries and is a great place to swim, scuba, fish, climb, or admire. Position Description: As a Help Desk Analyst II, you will play a crucial role in supporting end users across multiple locations by resolving complex technical issues and serving as the primary escalation resource for our Help Desk Analyst I team. This position is ideal for someone who thrives on problem-solving, values collaboration, and is passionate about improving systems as well as the overall user experience! This position has an hourly wage range of $30 - $36 per hour This position is eligible for an annual, discretionary bonus The position will remain open until filled with resume review ongoing Essential Functions Advance IT Support & Resolution: provide advanced technical support by diagnosing complex issues, determining root causes across systems, and managing the full incident lifecycle from intake through resolution and follow-up Tier II Escalation Support: acts as a Tier II escalation resource, mentoring Tier I staff and providing guidance on technical troubleshooting and service procedures Incident Documentation & Reporting: maintain accurate incident records and develop knowledge base documentation to support efficient issue resolution and knowledge sharing Help Desk Analytics & Optimization: analyze Help Desk metrics to identify trends and implement process improvements that enhance service quality and reduce incident volume Systems & Hardware Support: install and configure hardware and software, support system upgrades, and collaborate with cross-functional IT teams to resolve complex technical issues User Support Services: deliver user training, develop instructional materials, and provide onsite technical support across multiple locations as needed Top Benefits or Perks: As a team member at Scipi, you’ll enjoy: A path to ownership in the company through our Employee Stock Ownership Plan (ESOP) Comprehensive benefits package, including health, vision and dental insurance and a Health Savings Account (HSA) option with a generous company contribution Employer paid short-term and long-term disability coverage Paid holidays and paid time off A collaborative environment where we believe that laughter and fun bond us together Knowledge, Skills, and Abilities: Customer Service & Communication: deliver strong customer service with effective communication, maintaining composure under pressure while clearly translating technical concepts to non-technical users Systems Troubleshooting & Analysis: independently diagnose and resolve complex technical issues across devices and systems while effectively managing competing priorities Systems & Software Support: demonstrate proficiency in Microsoft Office, Windows environments, enterprise applications, and server administration, with working knowledge of NetSuite Networking & Security Tools: utilize experience with networking infrastructure and security tools, including Ubiquiti systems and endpoint detection and response solutions Documentation & Team Support: maintain strong organizational and documentation practices while supporting team development through mentorship and guidance Required Experience: Associate’s Degree or specialized training in the IT field Experience supporting enterprise environments, Active Directory, MS Intune, MS 365 Admin, ticketing systems, RMM, Mobile Device Management (MDM) 4+ years of experience in technical support, help desk, or related IT role Valid Driver’s License with good driving record Preferred Experience: Bachelor’s Degree in IT-related field Familiarity with ITIL practices or formal service management frameworks A foundational understanding of networking concepts is required, equivalent to CompTIA Network+ certification level Working Conditions/Physical Requirements: Primarily office-based work environment with prolonged periods of sitting and computer use Frequent use of hands and fingers for typing, handling equipment, and operating controls Occasional need to climb, stoop, bend, or reach above shoulder height Ability to lift up to 25 lbs. frequently and up to 50 lbs. occasionally Occasional travel to company locations or events as needed We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or genetic information. We provide reasonable accommodations to qualified individuals with disabilities as required by the Americans with Disabilities Act (ADA). As a 100% employee-owned company, every voice matters here at Scipi. We believe in the importance of personal well-being and the success of each team member. You’re not just an employee, you’re an official partner in our shared success. We invite you to explore our exciting career opportunities, where you can truly make a difference and grow as a professional. Join our team, and become a part of a company that prioritizes its people and good work! Your peace of mind is important to us, which is why we provide income protection through employer-paid short and long-term disability insurance. In the event of an illness or injury that prevents you from working, our comprehensive disability coverage ensures that you have the financial support you need to focus on your recovery without the added stress of lost income. We believe that a collaborative and enjoyable work environment is key to fostering strong relationships and productivity. We prioritize fun at work and encourage laughter and camaraderie among our team members. Our workplace culture promotes creativity and innovation, making every day engaging and fulfilling. Families First Balancing the needs of home, work, and customer families is a core value. We understand the importance of family and strive to create a supportive environment that respects personal commitments. Our flexible policies and family-friendly initiatives ensure that you can achieve a harmonious balance between your professional and personal life. Comprehensive Compensation and Benefits Package Balancing the needs of home, work, and customer families is a core value. We understand the importance of family and strive to create a supportive environment that respects personal commitments. Our flexible policies and family-friendly initiatives ensure that you can achieve a harmonious balance between your professional and personal life. Employee Stock Ownership Program and 401(k) Match We value our team members’ financial well-being and future security. Our Employee Stock Ownership Program (ESOP) and 401(k) match are designed to help you build wealth and prepare for retirement. By participating in the ESOP, you become a partial owner of the company, sharing in its success. Additionally, our competitive 401(k) match maximizes your retirement savings, providing a strong foundation for your financial future. Professional Growth and Development We are dedicated to the professional growth and development of our employees. At SCIPI you will find ample opportunities for career advancement through succession planning, mentorship, and ongoing training programs. We believe in investing in our team members’ potential, helping you to build a rewarding career and achieve your personal and professional goals. Ready to get started? Let’s go! Thank you for your interest in exploring employment opportunities with us! To complete a general inquiry, please fill out the form below with your contact information and your areas of interest. You also have the option to upload your resume for our review. Once your inquiry is submitted, our team will review your information within 3-5 business days. If there is a potential match with any current or upcoming opportunities, we will reach out to you to discuss the next steps. We appreciate your interest and look forward to the possibility of working together. Your Name (Required) First Last Your Email Address (Required) Your Phone (Required) Position You're Applying For Accounting IT/Technical Human Resources Warehouse Customer Service Skilled Trades On-call CDL Driver Upload Your Resume Upload your resume in .pdf, .doc or .docx format Accepted file types: pdf, doc, docx, Max. file size: 25 MB. “ Scipi is a people-centric company where the Values are more than just a poster on the wall. By putting people at the core of our business, SCIPI creates positive opportunities for team members and the communities we work in. “ #J-18808-Ljbffr