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 vacation 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