Help Desk Technician II

Loram • Medina, MN

2d • $61,900 - $89,700 • Onsite

About The Position

The Help Desk Technician II is responsible for providing support for employees’ use of IT assets and to provide new technology to promote effective business. This position ensures that technology users can effectively do their job with the hardware and software given to them.

Requirements

• Associate degree in Information Technology, Business, or related field
• 4+ years’ experience: working in a general helpdesk support environment, working with Microsoft applications.
• Excellent verbal and written communication skills.
• Ability to successfully and effectively work independently and within a team.
• Ability to influence others, identify problems, and recommend a course of action.
• A sense of urgency in solving customer requests to ensure timely resolution and an ability to work under pressure, multi-task and meet deadlines.
• Demonstrated experience with continuous improvement initiatives, root cause analysis and project management.
• Ability to communicate effectively with staff on all levels within the Company.
• Ability to lead large work volumes, show flexibility, and adapt easily to change.
• Or 6+ years equivalent combination of education and experience

Nice To Haves

• Bachelor’s degree in Information Technology or related field
• 5+ years working in a general helpdesk support environment
• ITIL Foundation or any IT related training and certifications
• Rail Industry knowledge
• Microsoft 365, Intune and Autopilot experience
• ITIL/IT Service Management

Responsibilities

• Maintain all aspects of laptops, desktops and related software.
• Maintain corporate print service/maintenance contracts for the region.
• Respond to global helpdesk tickets as assigned keeping users informed as to progress; updates and closes IT tickets accordingly.
• Co-administrate corporate IT helpdesk ticketing system, assist with assigning tickets.
• Responsible for tasks associated with user onboarding and offboarding (setup laptop, full workstation area).
• Helps create and define procedures for new systems and services offered by the IT team globally.
• Manage all aspects of regional cellular and mobile devices within corporate standards.
• Maintain an up-to-date inventory of IT resources and supplies.
• Serve as a backup to other applications as required.
• Recommend new technology as required.
• Manages consultants/contractors as required for projects.
• Provide technical and procedural assistance to junior members of the team.
• In some cases, will be required to work non-traditional hours to minimize business impact of upgrades or modifications to infrastructure.
• Lead region specific projects and provide resources to larger business wide projects working with senior global team.

Benefits

• company-sponsored medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• wellness programs
• basic life and AD&D insurance
• voluntary life insurance
• company paid short-term and long-term disability coverage
• 401(k) retirement plan including an employer match of 150% up to the first 6% you contribute to the Plan
• Employee Assistance Program (EAP)
• behavioral health support
• leaves of absence
• tuition reimbursement
• payroll charity contributions
• adoption assistance
• optional plans such as legal, critical illness, and hospitalization

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree