Help Desk Specialist II - End-User Tech Troubleshooter

Ultipro; Fergus Falls (MN); On-site; USD 54,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

Employee Stock Ownership options

Retirement Savings Fund with employer‑

Health, disability and life insurance

Education reimbursement

Leadership development programs

Mental health support

Vacation and sick leave

Job summary

Otter Tail Power Company aims to enhance its IT support by hiring a Help Desk Specialist II in Fergus Falls, MN. You will support end-user devices, manage tickets, and collaborate with the IT team to maintain security and efficiency.

Responsibilities include configuring hardware, resolving complex issues, and deploying patches while offering customer-focused technical assistance and training. Travel and after-hours work may be required.

Qualifications

• Bachelor’s or associate degree with an emphasis in Information Technology.
• Strong interpersonal and communication skills with the ability to provide clear, professional support to internal customers.
• Excellent organizational, analytical, diagnostic, and time-management capabilities.
• Ability to evaluate complex technology problems, identify solutions, and drive issues to resolution.
• Ability to work independently and as part of a project team.
• Two years of experience deploying and supporting computer systems preferred.
• Willingness to travel to other company locations and work outside normal hours when needed.

Responsibilities

• Evaluate, configure, integrate, test, and deploy desktop and notebook computers, mobile devices, OS, applications, printers, and other equipment.
• Analyze and resolve complex hardware, software, configuration, connectivity, and performance issues affecting workstations and devices.
• Provide responsive technical support to employees and act as primary contact for technology issues, setup, maintenance, documentation, and training.
• Create, manage, and close support tickets within SLA expectations.
• Create and maintain self-service solutions to help employees resolve issues quickly.
• Maintain OS templates used to configure desktop hardware.
• Perform hardware and software upgrades to improve reliability and security.
• Apply patches and security updates to reduce cybersecurity risks and address functionality concerns.
• Monitor endpoint vulnerabilities and patch accordingly.
• Configure security controls for devices including antivirus, VPN, firewalls, and backups.
• Maintain documentation related to system design, configuration, processes, and audit compliance.
• Administer software licensing and ensure license compliance.
• Track hardware and software asset records and lifecycle management.
• Manage vendor relationships and related service agreements.
• Stay compliant with IT security policies and standards.
• Travel to other locations to resolve issues not possible remotely.
• Cover Help Desk Specialist I as needed and stay current on technology trends.

Skills

Interpersonal skills

Communication skills

Organizational skills

Analytical skills

Diagnostic skills

Time management

Problem solving

Independent work

Team collaboration

Travel flexibility

Experience deploying computer systems

Education

Information Technology degree

Job description

Otter Tail Power Company aims to enhance its IT support by hiring a Help Desk Specialist II in Fergus Falls, MN. You will support end-user devices, manage tickets, and collaborate with the IT team to maintain security and efficiency.

Responsibilities include configuring hardware, resolving complex issues, and deploying patches while offering customer-focused technical assistance and training. Travel and after-hours work may be required.