Job Title: Help Desk Specialist II
Location: Remote (Based in Minneapolis, MN) - Occasional On-Site Visits Required
Job Type: Full-time
About Us: Whizkids is a leading managed service provider delivering IT, Cybersecurity, Cloud, and VoIP services to our clients. We are a trusted technology partner that empowers organizations to have impactful business outcomes.
Job Description: We are seeking a skilled and experienced Help Desk Specialist II to join our team. The ideal candidate will provide remote technical support to our clients and occasionally visit client sites in the Minneapolis, MN area. This role requires excellent problem-solving skills, a customer-focused attitude, and the ability to work independently. A solid understanding and previous work history with Microsoft Entra ID and Intune services are essential.
Responsibilities:
- Provide Tier 2 support for hardware, software, and network issues.
- Diagnose and troubleshoot complex technical issues.
- Assist Tier 1 support technicians with escalated issues.
- Manage and resolve support tickets in a timely manner.
- Perform system administration tasks, including user account management and security configurations.
- Collaborate with other IT teams to implement and support new technologies.
- Document all support interactions and solutions in the ticketing system.
- Conduct remote troubleshooting using diagnostic techniques and remote desktop applications.
- Provide training and mentorship to Tier 1 support staff.
- Occasional On-Site Visits:
- Visit client sites in the Minneapolis, MN area to resolve issues that cannot be handled remotely.
- Perform on-site installations, configurations, and maintenance of hardware and software.
- Microsoft Entra ID and Intune Services:
- Manage and troubleshoot identity and access management using Microsoft Entra ID.
- Configure and deploy policies, compliance settings, and security measures using Microsoft Intune.
- Integrate Intune with Entra ID for seamless user and device management.
- Ensure data protection and compliance on company-owned and bring-your-own devices through Intune.
Requirements:
- Proven experience in a Tier 2 help desk or technical support role.
- Strong problem-solving skills and attention to detail.
- Excellent communication skills, both written and verbal.
- Familiarity with Windows operating systems.
- Basic understanding of networking concepts.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to providing exceptional service.
- Willingness to travel for occasional on-site visits to clients in the Minneapolis, MN area.
- Solid Understanding and Previous Work History with Microsoft Entra ID and Intune Services:
- Experience managing and troubleshooting Microsoft Entra ID and Intune services.
- Knowledge of identity and access management, device management, and policy configuration.
Preferred Qualifications:
- Certifications such as AZ900, AZ104, AZ500, AZ140
- Experience with remote support tools and ticketing systems.
Benefits:
- Competitive salary and benefits package.
- Opportunities for professional development and growth.
- Remote work options.
- Supportive and collaborative work environment.
- Certification reimbursement
Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
