Helpdesk Technician: ITIL & Salesforce Support (Remote)

NorthMarq; BLOOMINGTON (MN); Hybrid; USD 33,000 - 40,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401K match

Job summary

Northmarq is seeking a Level One System Support Specialist in Bloomington, MN to resolve incidents and support ITSM workflows. You will provide first-line support for Windows OS, Office 365 apps (Teams, Outlook, OneDrive), and Salesforce tickets, with emphasis on customer care and timely resolution.

You will document issues, update knowledge bases, and escalate when needed; flexibility for remote work when appropriate.

Qualifications

• Associate degree or equivalent work experience.
• 1-2 years’ experience in a desktop support environment preferred.
• Experience supporting Salesforce preferred.
• Basic experience with Office 365 including Teams, Outlook, OneDrive, Groups preferred.

Responsibilities

• Use ITIL-based processes to streamline incident ingestion, triage, categorization, action and resolution.
• Troubleshoot, design, and implement fixes with minimal escalation to system admin support.
• Provide basic user training for off-the-shelf applications and office products.
• Follow up with customers and drive issues to resolution.
• Maintain and update records, knowledgebase articles, and tracking databases.
• Escalate or resolve issues with awareness of business policies and procedures.

Skills

Strong communication

Video conferencing

Customer service

Problem-solving

Independent worker

Team player

Attention to detail

Confidentiality

Education

Associate degree

Equivalent work experience

Tools

Office 365

Salesforce

Windows OS

TCP/IP networking

Remote support tools

Job description

Northmarq is seeking a Level One System Support Specialist in Bloomington, MN to resolve incidents and support ITSM workflows. You will provide first-line support for Windows OS, Office 365 apps (Teams, Outlook, OneDrive), and Salesforce tickets, with emphasis on customer care and timely resolution.

You will document issues, update knowledge bases, and escalate when needed; flexibility for remote work when appropriate.