Help Desk II (Escalation Engineer) 
Location: US, MN, St. Paul
Employment type: Full-time
Required experience: Associate
Required education: Associate Degree
Industry: Information Technology and Services
Function: Information Technology
Company profile: Our mission is to love others by removing frustration and interruption from IT. IT Support and managed service provider. Turn-key and Guaranteed.
Description: Role Description (Job Brief / Description)This person will spend time in the following areas:Resolving incidents and service requests from clients in managed servicesCoaching clients on business performance and technologyThe ideal person for this position will have proven success in a help desk setting showing extra care for the people served. In addition, this person will demonstrate aptitude for coaching others toward performance and selection of technology to accomplish meaningful work. This is a professional role that encompasses more complex projects then the typical helpdesk.Reports to Service Desk Manager.   Why join us?You are unswervingly passionate about cultivating and delivering services that enable others to employ technology to multiply their effectiveness while doing the same for the technology services team; eliminating the disruption and frustration so commonly associated with technology.Why you should stay awayReal business expects real results. We strive to make commitments and keep them.Who are we?#URL_10581657b72b3ff8d2bce22180197e3286143116a6e4598c13d42a15ab54d7c2##URL_14703747602f713c0ad80ee286bdd98e23feddcd7914cc7ad567e956d622af43#?trk=company_nameWhat is it like?We are a group of professionals who believe the universe doesn't revolve around us. We are maniacally focused on getting results and caring for others. Technology is cool, but not as cool as the people who use it.  When we do well, we share it; profits are distributed back to team members. We work hard, play hard, keep our commitments and watch out for one another's best interest.What impact will I have?We are a business performance company using technology. You get to see the results move the needle on the meaningful measures.Key ResponsibilitiesUphold the slashBlue Code of ConductChampion slashBlue values of multiplying results from God-given talents, expressing love and care, eliminating disruption and frustrationResolve incidents and service requests within budget and resolution targetsCreate a delightful user experience, and achieve client satisfaction DutiesAnswer phone and e-mail incoming requests and incidents from clientsDeploy new software, services, workstations and other desktop technologies to clientsDocuments requirements, defines scope and objectives, and formulates systems to parallel overall business strategiesReviews, analyzes, and evaluates business systems and user needsCoach and Consult with clients to help them use technology to multiply results through the Technology Multiplier consulting programsPerform additional work required to meet the demands of a growing Technology Multiplier consulting practice and Managed Services practiceHave Fun!
Requirements: ExperienceMinimum of:2 years in Information Technology, ideally in a services environmentEducation Level Bachelor’s Degree strongly desired, plus lifetime learning mindsetMCSE, MCITP, PMP, or other Certifications a plusSkillsExcellent written and oral communication skillsStrong Interpersonal skills and ability to work with difficult clients and defuse tense situations. Ability to work with staff and clients at all levelsAbility to troubleshoot complex problems and solving them effectively and efficientlyCrisp decision-making skills to make decisions quickly with good judgment.Customer service skills to serve novices to expert, calm to irateKnowledge of a wide range of client technologies such as Microsoft Desktop and Server operating systems, Office, Outlook, SharePoint, Apple, SonicWall Products, Cisco, Routing and Switching, TCP/IP, Cloud services, mobile devices, etc.Active Directory familiarityAbility to handle multiple tasks in a fast paced environmentAbility to pay attention to details and be organizedAbility to project a professional image over the phone and in personExperience with any of the following are a plus: Kaseya, ConnectWise, VMWare, Hyper-V, Citrix, Microsoft Azure, Business Intelligence tools, Knowledge Management tools, Business Process Management, Knowledge of data analysis, Knowledge of process design, ITIL, Lean for services, Warp Drive, etc.
Benefits: Commensurate with experienceBase + Bonus + Profit Sharing + BenefitsPurposeful culture
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