Service Desk Technician II - Minneapolis

Dominium•Plymouth, MN

4h•Hybrid

About The Position

The Service Desk Technician II serves as an experienced technical support professional responsible for resolving complex technology issues, supporting enterprise applications and endpoint devices, and delivering exceptional customer service. This role acts as an escalation resource for Service Desk Technician I staff, providing advanced troubleshooting and technical expertise across hardware, software, mobile devices, identity platforms, and cloud-based services. The Service Desk Technician II supports both onsite and remote employees, contributes to continuous service improvement efforts, maintains accurate documentation, and ensures compliance with organizational security standards and IT service management processes.

Requirements

Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
Industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft 365 Fundamentals.
Three (3) to five (5) years of IT support or service desk experience.
Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
Working knowledge of Microsoft Entra ID (Azure Active Directory), Active Directory, Exchange Online, and user access management.
Experience with endpoint management solutions such as Microsoft Intune, Mobile Device Management (MDM), and device provisioning.
Experience working within an IT Service Management (ITSM) framework.
Familiarity with Microsoft Intune, Exchange and Active Directory environments.
General working knowledge of networking and server concepts.
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless networking, and remote connectivity troubleshooting.
Ability to diagnose, troubleshoot, and resolve complex technical issues while determining appropriate escalation paths when necessary.
Experience creating and maintaining technical documentation, knowledge base articles, and standard operating procedures.
Excellent customer service, interpersonal, written, and verbal communication skills.

Responsibilities

Provide Level 2 technical support for incidents and service requests that require advanced troubleshooting.
Manage incidents through the full lifecycle, ensuring timely resolution and adherence to established metrics.
Investigate recurring issues and identify root causes to reduce repeat incidents.
Escalate issues to infrastructure, security, application, or vendor support teams as necessary.
Maintain accurate ticket documentation, troubleshooting notes, and resolution details within the ITSM platform.
Provide advanced support for remote and hybrid employees.
Assist users with access management, password resets, multi-factor authentication (MFA), and identity-related issues.
Perform deskside and remote support activities while maintaining high customer satisfaction.
Maintain accurate inventory, asset tracking, and configuration information.
Create, update, and maintain technical documentation, knowledge articles, and support procedures.
Contribute to process improvement initiatives designed to improve service quality and operational efficiency.
Identify opportunities for automation and self-service solutions.
Assist with training and knowledge transfer activities for Service Desk Technician I staff.
Participate in technology deployments, upgrades, migrations, and new system implementations.
Support IT projects and business initiatives.
Assist with testing and validation of new technologies prior to deployment.
Handles additional projects as assigned.