Help Desk Technician II: IT Support & Salesforce Expert

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

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.