Tech Phone Support Specialist Tier 1 - Minnesota

Get to Know Us Entrust's values are a cornerstone of who we are, our future business growth and how our people grow through it. We model our values by demonstrating that Customer Trust Is Earned, moving with purpose because Speed Is Intentional, taking accountability because We Own the Outcome, and building a collaborative culture where One Entrust Wins Together . Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future. Position Overview The Technical Product Support – Tier 1 position is responsible for the support of CardWizard Solutions on customer server hardware, Windows Active Directory/ DNS/ WINS/DHCP, as well as Windows Servers in web, application and database environments to our customers and channel partners around the world. Responsibilities Provide support to assist customers and technicians with difficult technical issues Responds to inquiries for support requests from customers, distributors and other internal teams in a timely manner. Utilizes phone, email and remote connections to investigate customer issues Resolves customer issues escalated from 1st level Phone Support and on-site technicians, escalating to engineering for additional support when needed Support end-user installations, configurations, updates and migrations through problems. Act as direct contact with internal and external customers. Basic Qualifications 2+ years of experience in an IT environment Excellent verbal communications and customer skills Proficient problem solving and troubleshooting skills Experience in general networking technologies and concepts Experience configuring and maintaining Windows Server environments associated tool and utilities. Previous experience in a customer service environment Must be able to pass pre-employment screenings for trusted role Must be able to lawfully work within the US and have unrestricted work authorization in the US Preferred Qualifications Associates degree in Information Technology or equivalent Previous job experience in the Financial Institution industry Advanced technical education Professional technical certification such as A+, MCSA, MCSE or similar Networking and/or Software Certificates such as Network+ and CCNA SQL, IIS, TCP/IP, VMware, Cisco, SAN, LAN/WAN knowledge and experience Experience supporting remote and mobile users and computing/communications Experience with systems backup and recovery technologies Career Growth Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority. Flexibility Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle. Collaboration Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow. We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves. Compensation Range The anticipated starting base pay for this position is: $27.81-$40.79 per hour (in the primary posting location). Actual compensation will be determined based on geographic location, education, skills and experience. This position is also eligible for the company’s discretionary annual incentive plan. In addition to your pay, Entrust offers eligible colleagues and their dependents comprehensive health and well-being programs which include medical vision dental a generous 401(k) matching contribution life and disability insurance mental health coaching virtual fitness programs paid personal time off plus 12 paid holidays parental leave education reimbursement Please speak with the recruiter for more details. Note: Benefit and Compensation programs are subject to eligibility requirements and other terms of the applicable plan or program. Entrust has the right to end, suspend or amend any of its plans at any time in whole or in part. EEO/AA/Disabled/Veterans Employer (US) Entrust is an EEO/AA/Disabled/Veterans Employer EEO/AA/Disabled/Veterans Employer (Canada) Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities. #J-18808-Ljbffr Entrust