Help Desk Technician II

IDEMIA Public Security; Minnesota; On-site; USD 45,000 - 65,000; Full time

Job summary

IDEMIA Public Security is seeking a customer-focused support specialist in Minnesota to handle technical inquiries via phone, email, and chat. You will log interactions in Salesforce, escalate issues as needed, and collaborate with teams to resolve problems within SLAs.

The role requires strong organizational skills, familiarity with Microsoft Office, and prior call center experience. Certification in CompTIA A+ or MS-900/MD-102 is a plus.

Qualifications

• Strong organizational skills and task prioritization.
• Proficient with Microsoft Office and Outlook/Teams.
• Experience in a Call Center or Support Center environment is mandatory.
• Experience with Salesforce is highly desirable.

Responsibilities

• Create and work on cases/tickets based on customer support needs.
• Escalate issues to other teams according to SLAs.
• Answer calls on one or more support lines and assist via email/chat.
• Log calls in Salesforce and keep the record updated.
• Collaborate with colleagues to troubleshoot issues and deliver updates.

Skills

Microsoft Office

Time management

Customer service

Technology enthusiasm

Education

CompTIA A+

MS-900 / MD-102

Tools

Salesforce

Windows troubleshooting

Job description

Overview

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more

Overview

IDEMIA Public Security, a division of IDEMIA Group, is the leading provider of secure and trusted biometric-based solutions, transforming public and private organizations across the globe. Our industry-enabled and client-specific solutions draw upon decades of expertise in biometrics to revolutionize the fields of public security, justice and public safety, travel and transport, identity, and access control. Built on privacy and trust, our market-leading iris, fingerprint and facial recognition solutions top independent benchmarking for accuracy, fairness and scalability. These exacting standards enable our clients to build safer, fairer societies where people can live, interact, and move about freely. With 4000+ employees around the world and 150+ partners worldwide, we offer more than just a job - we provide a dynamic environment where innovation thrives, opportunities abound, and your talents are valued. Be part of a global leader shaping the future of biometric based technology. Learn more here .

Responsibilities

• Create and work on cases/tickets based on customer's technical support needs
• Escalate reported issues to other teams on a timely manner based on existing SLAs
• Answer calls that come via one or more phone support lines
• Support customers via other non-phone support channels such as e‑mail and chat
• Utilize Salesforce for call log, tracking and documentation
• Call customers back and provide updates as needed
• Work in conjunction with other co‑workers when supporting/troubleshooting issues
• May be assigned to specific projects / platforms based on business needs
• Attend regular team meetings
• Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc.)

Qualifications

• High level of organization skills
• Ability to prioritize tasks based on different workloads
• Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc.) is a must
• Passionate for technology
• Ability to work on a high‑pressure, time‑sensitive tasks required to honor SLAs
• Willingness to learn new platforms
• Ability and willingness to interact with peers and leadership inside and outside the department
• Previous experience with a call log and tracking tool in a Support Center/Call Center environment is mandatory
• Previous experience with Salesforce is highly desirable
• Previous customer service and technical support experience is highly expected
• Previous experience interacting directly with customers is highly desirable
• A self‑starter and driven by a sense of urgency based on competing priorities
• Advanced Microsoft / CompTIA technical support certifications are very desirable
• The following minimum certifications (or above) are required: CompTIA A+ or Microsoft MS‑900 or Microsoft Endpoint Administrator Associate (MD‑102)
• Previous (retired) Microsoft Windows certifications are accepted: MTA: Windows Operating System Fundamentals or MD‑100: Windows Client or MD‑101: Managing Modern Desktops.
• Working knowledge on troubleshooting IDEMIA platforms ( with supporting references ) may be considered in lieu of a Microsoft or CompTIA certifications
• Bachelor or Associate degree in Computer Science‑related fields is a plus
• Experience using and troubleshooting Windows‑based computers in a corporate environment is mandatory