Desktop Support Technician II

Lancer Hospitality; Minneapolis (MN); Hybrid; USD 36,000 - 40,000; Full time

Benefits offered by this job

Medical

Vision

Discount Program

Commuter Benefits

EAP

401k

Sick Time

Holiday Pay

Tuition Reimbursement

Paid Time Off

Job summary

The Desktop Support Technician Level II at Elior North America in Minneapolis provides advanced end-user support and acts as an escalation point for Level II issues. Based at the Minneapolis office, you will work with IT teams to ensure reliable system functionality and a high standard of customer service.

You will troubleshoot escalated tickets, image and deploy computers, manage hardware, assist with upgrades, and maintain documentation while following IT policies and providing white glove

Qualifications

• 5+ years of IT hands on desktop support experience.
• Good troubleshooting skills across Windows environments and common enterprise tools.
• Experience with Active Directory, Microsoft O365, and Imaging tools.

Responsibilities

• Troubleshoot and resolve escalated tickets from Helpdesk / Service Desk.
• Computer imaging, deployment, and recovery.
• Shipping and receiving computer equipment.
• Support enterprise and in house applications.
• Assist with system upgrades, patches, and maintenance activities.
• Partner with IT teams to resolve issues.
• Train and mentor junior support staff.
• Maintain and improve support documentation and processes.
• Adhering to company IT policies, procedures and checklists.
• Organization; maintain computer equipment and inventory.
• Ticketing system; manage queue and prioritization.
• Time management.
• Provide white glove support for VIPs and upper management.
• Advanced support for software and hardware in a corporate environment.

Skills

Desktop support

Troubleshooting

Windows environments

Active Directory / O365

Communication skills

Tools

Imaging tools

Bomgar

Remote support tools

Job description

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Job Reference Number: 41977
Employment Type: Full-Time, Onsite
Segment: Elior Corporate
Brand: ENA Corporate
Location: 1515 Central Ave NE, Minneapolis, MN 55113

(Mid-Level / Experienced Support)

Summary

The Desktop Support Technician Level II provides advanced technical support and serves as a (Helpdesk / Service Desk) escalation point for Level II support. This role partners closely with IT teams and business segments to ensure reliable end-user support and system functionality.

What You’ll Be Doing

• Troubleshoot and resolve escalated tickets from Helpdesk / Service Desk
• Computer imaging, computer deployment, and computer recovery
• Shipping and receiving computer equipment
• Support enterprise and in house applications
• Assist with system upgrades, patches, and maintenance activities
• Partner with IT teams (network, security, systems) to resolve issues
• Train and mentor junior support staff
• Maintain and improve support documentation and processes
• Adhering to company IT policies, procedures and checklists
• Organization; maintain computer equipment and computer inventory
• Ticketing system; managing a queue and prioritization of tickets
• Time management
• White Glove support for VIP, C levels and upper management.
• Advanced support for computer software in a corporate environment
• Advanced support for computer hardware in a corporate environment
• Hardware repairs of HP Laptop; keyboards, hard drives, display screens and more.
• Hands on tech support at the Houston Corporate office
• Provide remote tech support using remote tools; Bomgar/Remote Trust
• Being on time and working in a scheduled work shift with team members.
• Professional demeanor in a corporate work environment

What We’re Looking For

• 5+ years of IT hands on desktop support experience
• Good troubleshooting skills across Windows environments and common enterprise tools
• Experience with Active Directory, Microsoft O365, and Imaging tools.
• Familiarity with networking basics
• Good problem-solving
• Good communication skills (ability to articulate to the user successfully)

Where you'll be working:

This position is based at Elior’s Minneapolis, MN office. In office Monday – Friday.

Office Location: 1515 Central Ave NE, Minneapolis, MN 55113

Compensation Range

$26.00 to $28.90 per hour, based on experience.

• Medical (FT Employees)
• Vision
• Voluntary UNUM offering for Accident, Critical Illness and Hospital Indemnity
• Discount Program
• Commuter Benefits (Parking and Transit)
• EAP
• 401k
• Sick Time
• Holiday Pay (9 paid holidays)
• Tuition Reimbursement (FT Employees)
• Paid Time Off

About Elior North America:

Elior North America is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.We are committed to diversity and encourage applications from people of all backgrounds and abilities. We take pride in supporting the development of our employees and their skills at all levels and in fostering an environment of growth.

At Elior North America, we are committed to offering growth and advancement opportunities for all of our employees. The valuable skills and experience you’ve gained with Elior will propel you further in your career, whether with our corporate office or one of our brand segments.

Disclaimer:

This job description can be revised by management as needed.