Help Desk Technician II — Rapid-Response IT Support

IDEMIA Public Security; Minnesota; On-site; USD 40,000 - 60,000; Full time

Job summary

IDEMIA Public Security, a division of IDEMIA Group, specializes in biometric-based security solutions supporting public and private sectors. The role focuses on handling customer technical support requests, logging cases in Salesforce, and ensuring timely resolutions across phone, email, and chat channels.

Ideal candidates will bring strong organizational and communication skills, experience with Microsoft Office and Salesforce, and a proactive, customer-centric approach to meet SLAs in a

Qualifications

• Strong organizational and prioritization skills for handling multiple tasks
• Experience with Microsoft Office, Outlook, Teams, and Windows-based systems
• Familiarity with Salesforce and CRM systems for case tracking
• Customer service and technical support experience in a corporate setting
• Willingness to learn new platforms and collaborate with peers and leadership
• Certifications such as CompTIA A+ or MS-900 or MD-102 are preferred
• Bachelor or Associate degree in CS-related field is a plus
• Experience troubleshooting IDEMIA platforms is a plus

Responsibilities

• Create and work on cases/tickets based on customer needs
• Escalate issues to other teams per SLAs
• Answer calls on support lines
• Support customers via email and chat
• Use Salesforce for call logging and documentation
• Provide updates to customers as needed
• Collaborate with teammates on troubleshooting
• Participate in projects and meetings using Microsoft tools

Skills

Organizational skills

Prioritization

Customer service

Communication

Work under pressure

Education

Bachelor's or Associate in CS-related field

Tools

Salesforce

Microsoft Office

Outlook

Teams

Windows

Job description

IDEMIA Public Security, a division of IDEMIA Group, specializes in biometric-based security solutions supporting public and private sectors. The role focuses on handling customer technical support requests, logging cases in Salesforce, and ensuring timely resolutions across phone, email, and chat channels.

Ideal candidates will bring strong organizational and communication skills, experience with Microsoft Office and Salesforce, and a proactive, customer-centric approach to meet SLAs in a