Senior Service Desk Specialist

Graco•Minneapolis, MN

1d•$26 - $46•Onsite

About The Position

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. This role is currently based at our Minneapolis office and will transition to our new headquarters in Dayton, MN, in 2027. The Senior Service Desk Specialist delivers expert-level end-user technical support across hardware, software, devices, applications, and access, serving as a senior technical resource within the Service Desk. The role owns complex and high-impact incidents from intake through resolution, ensures clear and proactive communication, and drives effective issue closure for critical and recurring problems. Working within IT Service Management processes, the Senior Service Desk Specialist resolves advanced issues across Windows, macOS, mobile devices, Microsoft 365, and collaboration tools; partners with EUC, Infrastructure, and Application teams on escalations and root cause analysis; and contributes to continuous improvement by strengthening knowledge content, refining troubleshooting practices, and improving self-service effectiveness.

Requirements

Associate’s degree in Information Systems, Computer Science, or related field.
5+ years of experience in IT support, Service Desk, or End User Computing roles.
Advanced troubleshooting expertise across Windows, macOS, mobile devices, and Microsoft 365 applications.
Strong written and verbal communication skills, including technical documentation and user-focused guidance.
Experience working with ITSM platforms such as ServiceNow.
Demonstrated ability to work independently, manage multiple priorities, and resolve complex technical issues.
Applicants must be legally authorized to work in the United States.
This role is not eligible for immigration sponsorship now or in the future (e.g., H-1B, TN, F-1 OPT).

Nice To Haves

Experience supporting manufacturing or complex, process-driven environments.
Hands-on experience with Microsoft 365 advanced support or administration, including Teams, Outlook, OneDrive, SharePoint, Exchange Online, or Microsoft 365 Apps.
Experience with endpoint management tools such as Intune, KACE, JAMF, or similar.
Experience creating structured documentation, training materials, and self-service content.
ITIL Foundation or strong working knowledge of ITIL-aligned processes (incident, request, problem, and knowledge management).

Responsibilities

Deliver a consistently high-quality support experience for employees via phone, chat, email and ticketing systems.
Set expectations, communicate proactively, and maintain ownership of complex issues through full resolution.
Act as a trusted technical point of contact for users during high-impact incidents or service disruptions.
Validate issue resolution with users for escalated or complex cases.
Provide Tier 1 - Tier 3 support across end-user devices, printing, access, identity, connectivity, and core business applications.
Resolve complex issues involving Windows, macOS, mobile devices, collaboration tools, and network fundamentals.
Deliver advanced support for Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint), including issue diagnosis, configuration guidance, and feature enablement.
Serve as an escalation resource for complex technical issues within the Service Desk.
Identify recurring or high-impact incidents and collaborate with other IT teams to support root cause analysis and long-term resolution.
Own, prioritize, and manage complex incidents and service requests in alignment with ITSM standards and service level expectations.
Ensure ticket accuracy, documentation quality, and timely updates for escalated and high-visibility issues.
Apply consistent incident, request, and problem management practices in daily work.
Coordinate with EUC, Infrastructure, Security, and Application teams to support escalations and confirm resolution outcomes.
Contribute to continuous improvement of Service Desk workflows, escalation quality, and overall user experience.
Analyze incident trends, repeat issues, documentation gaps, and training needs, and share insights with leadership.
Create, maintain, and improve knowledge base articles, troubleshooting guides, SOPs, and self-service resources to increase first-contact resolution.
Share technical knowledge and effective troubleshooting approaches with peers as part of day-to-day collaboration.
Support development of training and enablement materials that improve employee adoption of devices, Microsoft 365 tools, and self-service capabilities.
Promote consistency and simplification in troubleshooting methods, documentation practices, and escalation criteria.