IT Help Desk -Level 2

Metro Sales Inc.; Roseville (MN); On-site; USD 52,000 - 70,000; Full time

Job summary

Metro Sales Inc. is seeking an Employee-Owner to join our IT Help Desk Level 2 team at the Roseville, MN location. The role focuses on client-facing technical support, resolving issues promptly while managing client expectations.

The candidate will work with our Managed Technical Services group to support hardware, software, and network environments and pursue ongoing certifications to stay current with industry trends.

Qualifications

• High school diploma, GED or equivalent required.
• 2–4+ years of IT administration or technical support experience; onsite 5 days a week.
• Clean driving record and reliable vehicle.
• Ability to participate in after-hours on-call rotation.
• Proven knowledge of IT and telecom infrastructure, hardware, and software in a Microsoft Environment.
• Proven exceptional customer service experience.

Responsibilities

• Analyze and troubleshoot clients’ IT hardware and software remotely.
• Document, review and report service tickets for process improvements.
• Provide feedback on customer issues and process inefficiencies.
• Maintain technical certifications aligned with hardware/software trends.
• Participate in process improvements and service delivery procedures.
• Verify information accuracy and maintain organized documentation.
• Participate in training and development activities.
• Travel >25% of the time.
• Perform other duties as assigned.

Skills

Customer service

IT troubleshooting

Communication skills

Team collaboration

Education

High school diploma or equivalent

Bachelor’s degree in Computer Science or IT

Tools

Microsoft Windows

Azure

Fortinet

Networking

Storage

Security

Job description

Who We Are

Founded in 1969, Metro Sales Inc. built its reputation selling office supplies and equipment across the Twin Cities. Decades later, we've grown into one of the largest office technology and solutions providers in the Midwest.

Who We Are

Founded in 1969, Metro Sales Inc. built its reputation selling office supplies and equipment across the Twin Cities. Decades later, we've grown into one of the largest office technology and solutions providers in the Midwest.

Today, MSI Metro Sales Inc., a 100% Employee-Owned Company, stands as an industry leader in hardware, software, and managed services.

MSI is seeking an Employee-Owner, IT Help Desk Level 2 for our Roseville, MN Location. Please note internal title is Service Desk Engineer. This client facing technical support role focused on resolving technical issues in a timely and effective manner while managing our clients’ expectations throughout the process.

Our Managed Technical Services team excels in the world of technology to support our client’s focus on expansion and growth within their industry.

We don't just have jobs, but opportunities to make an impact on our customers every single day. If you're the type of person that loves to make a difference, now is your chance to join us.

What You Will Do

• Analyze and troubleshoot Clients’ critical issues IT hardware and software remotely.
• Document, review and report service tickets for process improvement initiatives.
• Provide feedback on customer issues, process inefficiencies, etc. in collaboration with internal delivery teams.
• Maintain technical certifications in alignment with hardware and software applications trends.
• Participate in process improvements and procedures for efficient service delivery.
• Conduct thorough verification of information, accurate documentation and organization.
• Participate and collaborate in training and development.
• > 25% travel expectations.
• Perform other appropriate duties and responsibilities as assigned.

Minimum Qualifications

• High School Diploma, GED or equivalent.
• 2 - 4+ years prior experience in IT administration and/or technical support experience, or equivalent.
• Clean driving record and reliable vehicle.
• Ability to participate in the after-hours on call rotation.
• Proven knowledge of IT and telecommunications infrastructure, hardware, and software applications in a Microsoft Environment.
• Proven exceptional customer services experience.
• This position is onsite 5 days a week at our Roseville, MN location: relocation is not budgeted for this role, local candidates will be given priority consideration.

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT or equivalent from an accredited institution.
• Computer-related industry certifications in technologies such as Microsoft Windows, Azure, Fortinet, networking, storage, and security.

MSI Metro Sales Inc. Vision

Our Employee-Owners are the engine behind everything we achieve. We're committed to building an environment that offers meaningful challenges, continuous growth, and real financial rewards. When you join MSI, you're not just taking a job — you're building a career and investing in something you can call your own.

All applicants must be authorized to work in the United States for any employer without current or future visa sponsorship needs or requirements. MSI does not sponsor any type of employment visas, including but not limited to H 1B, F1, OPT/CPT, TN, or other work authorization programs at this time.

All offers of employment are contingent on successfully completing MSI’s standard pre-employment screenings.

Notice to Recruiters and Placement Agencies

MSI will not accept unsolicited resumes from recruiters or placement agencies unless an approved service agreement is in place. In the event MSI receives an unsolicited resume without a current service agreement in place, MSI will not be obligated to pay a service fee of any amount nor will MSI be held liable to terms or conditions under any agreement of any kind that has not been authorized in writing by an MSI Representative.

MSI Metro Sales Inc. is an Equal Opportunity Employer. We will provide equal opportunity regardless of race, religion, color, national origin, sex, age, marital status, disability, familial status, sexual orientation, gender identity, status with regard to public assistance or any other protected by applicable federal, state, or local law.