Help Desk Manager jobs in Duluth, MN

Job description

Level up your career and join our growing team!

The Help Desk Specialist will monitor and maintain Managed Services Customers equipment and provide user issue resolution.

Essential Duties & Responsibilities

• Demonstrates Customer Service & Troubleshooting skills with composure and professionalism in-person, on the phone, and in writing.
• Intakes user issues and requests via phone, email, and ticketing system.
• Documents issues and requests into the help desk ticketing system then either resolves or escalates to the appropriate resource.
• First level troubleshooting of laptops, desktops, servers, network related or attached systems.
• Uses critical thinking to resolve customer issues.
• Recommends or performs minor remedial actions to correct problems.
• Escalate and redirect help desk Incidents to the appropriate technical resources.
• Provide support for LAN, remote (VPN, Citrix) access, and resolve basic email connectivity issues.
• Configure/Troubleshoot and install laptops, workstations, scanners, printers, mobile phones, iPads and all technology-based peripherals remotely.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Installing software patches as needed and eradicating spyware/viruses.
• Performs preventive maintenance and repairs.
• First level helpdesk support
• Independently provides phone support.
• Regularly updates tickets without error.
• Setup and troubleshooting of local print servers and queues.
• Understands DHCP and IP issues.

Competencies & Skills

• Strong customer service
• Microsoft 365
• Microsoft Server
• Backup & Recovery Systems
• CRM/Ticketing System
• Network/Firewall/Switches/Access Points
• Technical writing/documentation

Knowledge, Education & Experience

• Associate's degree in information technology related field or equivalent work experience
• Working knowledge of network technology as it pertains to computer components and related peripherals.
• Must possess a good understanding of basic networking technologies.
• Must also possess an advanced working knowledge of PC Hardware.

Job Type: Full-time

Salary Range: $45,000-$65,000 (Level of Experience)

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• Day shift
• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Ability to Commute:

• Duluth, MN 55802

Work Location: In person

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Duluth, MN 55802: Relocate before starting work (Required)

Work Location: In person