Help Desk Technician

Job Summary:

SECURE ITnet is a leading managed services company that offers IT solutions to small and medium-sized businesses. We are comprised of some of the brightest analysts who can troubleshoot and resolve technical issues for our clients remotely or on-site.

We are seeking a Help Desk Analyst to join our IT team. The ideal candidate will have a strong technical background and excellent communication skills. As a Help Desk Analyst, you will be responsible for providing technical support and assistance to end-users, troubleshooting issues, and resolving problems in a timely manner. This is a full-time position with competitive pay and benefits.

Responsibilities:

• Respond and provide technical support to customer requests through phone, chat, email and tickets
• Diagnosing and resolving hardware, software, network, and system problems
• Responsible for overseeing the ticket activity within the customer support system, taking a leadership role when it comes to escalations
• Track and proactively manage support issues, prioritizing customer issues.
• Accurately record, update, and document requests using the IT Service Desk application
• Lead customer meetings about support issues and will be proactive in communication, whether it’s dealing with system down or critical issues, multiple or complex issues.
• Conduct remote or in person troubleshooting of issues
• Customize desktops and applications to meet user needs
• Help create technical documents and manuals
• Configure and install new IT equipment within the desktop environment
• Support vulnerability and patch management on endpoints
• Evaluate applications and software patches to improve productivity and maintain security of the desktops
• Microsoft 365 tenant management
• Dropbox Business Advanced management
• Microsoft Azure management
• Maintaining and updating inventory of IT equipment and software
• Installing, configuring, and upgrading IT devices and applications

*

Qualifications:

• At least 2 years of experience doing Microsoft 365 Support and/or helpdesk/desktop support
• A mindset focused on taking ownership of tickets and issues, and proactively addressing situations as they arise
• Flexibility and adaptability to changing situations and customer needs
• Excellent time management and organizational skills
• A positive and friendly attitude towards customers.
• A desire to learn and take initiative for new ideas and processes as technology changes
• Ability to work well under pressure.
• Exceptional problem-solving skills.
• Ability to document processes, training, workflows
• Knowledge of Microsoft Desktop applications
• Knowledge of Microsoft Admin Center, and willing to learn and manage client tenants and configurations
• Ability to make recommendations based on client needs
• Experience with Microsoft Intune end point management tools preferred
• Ability to communicate technical concepts to non-technical audiences
• Outstanding customer service skills with the highest degree of integrity
• Strong Microsoft 365 skills
• Understanding of IT Service Desk ticketing systems
• Strong understanding of Microsoft Windows 10 & 11 features, configurations, and troubleshooting
• Experience with MFA, SSO and verification tools
• Basic understanding of tablets, mobile phones and associated OS
• High attention to detail
• Ability to rapidly learn and take advantage of new concepts and business models
• Ability to manage time and tickets effectively
• Work as a member of a small highly motivated team or as an individual resource
• Strong communication and collaboration skills
• Strong problem solving, communication and analytical skills
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users

We offer a competitive salary and benefits package, including.

• Health insurance
• Paid vacation and sick leave
• Flexible work hours and remote work options
• Training and development opportunities
• A friendly and supportive work environment
• Competitive Salary

If you are interested in this position, please send your resume and cover letter to: Jobs@Secure-ITnet.com

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Minnetonka, MN 55343: Relocate before starting work (Required)

Work Location: In person