IT Helpdesk Technician II

Point North Networks • Inver Grove Heights, MN

5d • Hybrid

About The Position

We are seeking a Level 2 IT Helpdesk Technician who is eager to solve problems effectively, build strong relationships with end users, and represent Point North Networks with professionalism and care. This is a hands-on role providing escalated support to our managed clients, with opportunities to grow into higher-level technical positions. You will work primarily from our Inver Grove Heights office during office days, with on-site client visits and after-hours work as needed.

Requirements

• Excellent communication and customer relationship skills - you enjoy helping people and can stay positive and lighthearted even in challenging situations
• Strong problem-solving mindset and ability to adapt quickly to varied client environments
• Intermediate technical knowledge, including: Windows OS (workstations and servers)
• Microsoft 365 administration (Entra ID, Exchange Online, etc.)
• Basic networking (TCP/IP protocols and related technologies)
• Familiarity with at least one command shell language (PowerShell, cmd, bash)
• Self-starter who takes ownership: see it, own it, solve it, do it
• Passion for IT, documentation, and continuous improvement
• Comfort with occasional night/weekend work for emergencies or scheduled maintenance (limited)
• Must be able to work out of the office in Inver Grove Heights, MN

Nice To Haves

• A+, Network+ certification or equivalent experience a plus, but not required - we invest in training the right people

Responsibilities

• Provide resolution for escalated support tickets via phone, email, remote tools, and on-site service
• Provide first-line support for tickets that require level 2 expertise
• Assist level 1 technicians with ticket resolution
• Research and resolve intermediate level technical issues
• Handle occasional project tasks as assigned by senior team members
• Respond to after-hours emergencies when scheduled
• Recognize issues that may require escalation and recommend proactive project solutions
• Perform intermediate level troubleshooting and administrative tasks in Microsoft Active Directory and 365 environments
• Document all client interactions, issues, and resolutions thoroughly

Benefits

• medical
• dental
• vision
• disability insurance
• HSA
• Flexible PTO after 60-day introductory period (unlimited, within manager’s approval)
• Company-matched SEP IRA
• Opportunities for training, certifications, and career growth into Level 3 and specialized technical roles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed