IT Help Desk Specialist II — Elevate End-User Support

Socket.dev; Arden Hills (MN); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Trafera is seeking an IT Help Desk Specialist II to provide technical support to internal employees, resolving hardware, software, and end-user issues while managing tickets from start to finish. You will collaborate with the IT team to improve system reliability and security while documenting procedures and sharing knowledge.

The role requires a minimum of 3 years in tech support, A+ or Network+ preferred, and strong communication skills.

Qualifications

• High school diploma or equivalent certification such as GED or HiSET
• 3 years of progressive experience in technical support, computer or electronic device repair, or related technical support services experience
• Certification of A+ and/or Network+ preferred
• Demonstrated ability to deliver professional, responsive, and customer-focused support
• Demonstrated analytical and problem-solving skills
• Effective written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to internal stakeholders
• Creative and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence
• Self-directed and punctual work style, able to work within a fast-paced team environment
• Ability to manage multiple projects and/or tasks, prioritize to meet deadlines, and deliver results

Responsibilities

• Support the execution of Trafera’s IT strategy and operational objectives
• Perform weekly system checks to ensure automated operations are functioning reliably
• Assist in maintaining technical support inventory in our asset management system
• Partner with System Administrator on internal IT infrastructure setup and maintenance
• Create and maintain technical documentation, procedures, and support resources
• Support accuracy, integrity, and system reliability across technical platforms
• Respond promptly to technical support requests and service tickets
• Own assigned tickets end to end against response and resolution targets, keeping requesters informed
• Partner with internal customers, both in-person and remotely, to resolve ticket submissions and technical questions
• Help setup and configure hardware for employees and for IT services
• Execute employee onboarding and offboarding activities including account provisioning and deprovisioning, device build and return
• Remediate endpoint patch and update compliance findings
• Mentor and cross-train peers; share resolution knowledge across the team
• Maintain positive, solutions-focused mentality

Skills

Customer focus

Analytical thinking

Communication

Collaboration

Problem solving

Time management

Adaptability

Influence

Documentation

Mentoring/Knowledge sharing

Education

High school diploma or GED/HiSET

A+ certification

Network+ certification

Tools

Freshservice

Microsoft 365

Entra

Intune

Windows 11

Job description

Trafera is seeking an IT Help Desk Specialist II to provide technical support to internal employees, resolving hardware, software, and end-user issues while managing tickets from start to finish. You will collaborate with the IT team to improve system reliability and security while documenting procedures and sharing knowledge.

The role requires a minimum of 3 years in tech support, A+ or Network+ preferred, and strong communication skills.