Senior IT Help Desk Technician

3KeyLogic is a computer consulting company specializing in customized IT project and support solutions. We work with midsize to large clients mainly in the Healthcare and Manufacturing arenas. We are based in the Minneapolis area with clients throughout the United States.

3KeyLogic is searching for a Senior IT Help Desk Technician to take a leadership role at our client location in Waconia, MN. This full-time, onsite position will be responsible for ticket assignments, provide technical support to end users, assist with software installations and upgrades, ensure the security of critical documents and systems, and help train new hires. This position will report directly to the onsite IT Service Manager.

Responsibilities

• Help oversee the daily operations of the help desk, ensuring timely ticket resolution and customer satisfaction
• Manage and prioritize the service desk ticketing system, ensuring SLAs are met
• Demonstrate advanced knowledge of IT systems, troubleshooting methodologies, and help desk tools
• Ensure the timely and effective resolution of user issues and requests
• Monitor team performance metrics and provide reporting
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Contribute to developing and maintaining documentation for processes and procedures
• Coordinate with other IT departments and stakeholders to resolve complex issues and implement solutions
• Follow-up and update customers with status of their outstanding tickets
• Identify and suggest possible improvements to enhance service delivery and customer satisfaction
• Mentor and help train new hires
• Includes after hours, weekends and holiday on-call on a rotating schedule 

Requirements

• IT technical degree preferred
• At least 5 years of experience as a help desk technician
• Demonstrated leadership capabilities
• Experience with IT service management tools and software
• Excellent team management skills
• Good understanding of computer systems, mobile devices, and other tech products
• Proficiency in network infrastructure, hardware, and software
• Ability to diagnose and resolve technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Knowledge/Skills/ Abilities
• Knowledge of PC hardware
• Knowledge of Microsoft Windows, Active Directory, and Group Policy
• Knowledge of Microsoft Office
• Knowledge of VMware, CITRIX technologies and Virtual Desk Infrastructure VDI
• Preferred License/Certifications
• Microsoft MCSA
• A+
• Network+
• Security+

Benefits

Salary is $65,000+ based on qualifications and experience.

3KeyLogic offers the following benefits:

• Medical, Dental, and Vision
• Life and Disability
• 401K Plan
• PTO and Paid Holidays