IT Help Desk -Level 2

Metro Sales Inc.; Roseville (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

MSI Metro Sales Inc. in Roseville, MN is seeking an Employee-Owner, IT Help Desk Level 2 (internal title: Service Desk Engineer) to resolve hardware and software issues for clients and manage client expectations throughout the service process.

This on-site role requires 2–4+ years of IT support experience, strong customer service, and the ability to travel more than 25% as needed. Local candidates are preferred; relocation is not budgeted.

Qualifications

• 2–4+ years IT administration and/or technical support experience (on-site preferred).
• Strong customer service experience and ability to manage client expectations.

Responsibilities

• Analyze and troubleshoot clients’ hardware and software issues onsite or remotely.
• Document, review and report service tickets for process improvements.
• Provide feedback on customer issues and process inefficiencies with internal teams.
• Maintain relevant technical certifications aligned with hardware/software trends.
• Participate in process improvements for efficient service delivery and training.

Skills

IT help desk

Customer service

Remote support

Troubleshooting

Education

High School Diploma or GED

Bachelor’s degree in Computer Science

Tools

Microsoft Windows

Azure

Networking basics

Security basics (Fortinet)

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 H1B, 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.

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.