IT Support Technician

Verint; Minneapolis (MN); On-site; USD 65,000 - 85,000; Full time

Job summary

Verint in Minneapolis seeks a customer-focused IT Support Technician to join Global IT Operations. You will provide hands-on desktop support and manage Microsoft 365, Entra ID, MFA, and related security technologies.

This role requires strong troubleshooting, attention to detail, and excellent customer service in a fast-paced enterprise environment. You will support onboarding and device provisioning, document incidents, and collaborate with global teams.

Qualifications

• Associate's degree in information technology, Computer Science, or equivalent work experience.
• 3+ years of IT support or systems administration experience in an enterprise environment.
• Hands-on experience administering Microsoft 365 services.
• Experience supporting Multi-Factor Authentication (MFA) solutions and modern authentication technologies.
• Strong understanding of Windows 11 administration and troubleshooting.
• Experience with Intune management, and conditional access.
• Experience with MacOS and JAMF.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience with ServiceNow or similar ITSM platforms.
• Ability to travel to Minneapolis office 3 days per week.

Responsibilities

• Provide Tier 2 technical support for hardware, software, collaboration tools, and mobile devices.
• Troubleshoot and resolve issues related to Windows 11, MacOS, Microsoft 365 applications, Teams, Outlook, and endpoint devices.
• Support employee onboarding, offboarding, and workstation deployments.
• Manage laptop provisioning, asset tracking, and peripheral support.
• Document incidents, service requests, and knowledge articles within the ITSM platform.
• Escalate complex issues and collaborate with global support teams when required.
• Contribute to the long‑term ServiceNow roadmap and platform evolution aligned to IT strategy.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive.
• Configure and manage user accounts, licensing, groups, and permissions.
• Support Microsoft Teams collaboration environments and meeting technologies.
• Monitor service health and assist with troubleshooting Microsoft cloud services.
• Administer Microsoft Entra ID (Azure AD) including users, groups, roles, and access controls.
• Manage account provisioning, deprovisioning, and role-based access assignments.
• Configure and support Conditional Access policies and identity governance processes.
• Troubleshoot authentication, synchronization, and directory-related issues.
• Maintain accurate documentation, procedures, and support knowledge articles.
• Participate in IT projects, system upgrades, and technology deployments.
• Identify opportunities for automation and process improvement.

Skills

Troubleshooting

Communication

Team collaboration

Security awareness

Customer service

Education

Associate's degree in information technology or relevant field

Tools

Microsoft 365

Azure Entra ID

MFA

Intune

ServiceNow

Job description

We are seeking a customer-focused IT Support Technician to join our Global IT Operations team in Minneapolis. This role provides hands-on technical support for employees while also administering and supporting Microsoft's cloud services, identity platforms, and modern authentication technologies.

The successful candidate will combine strong desktop support capabilities with experience managing Microsoft 365, Microsoft Entra ID (Azure Active Directory), Multi-Factor Authentication (MFA), and related security technologies. This role requires excellent troubleshooting skills, attention to detail, and a commitment to delivering exceptional customer service in a fast-paced enterprise environment.

Key Responsibilities

• Provide Tier 2 technical support for hardware, software, collaboration tools, and mobile devices
• Troubleshoot and resolve issues related to Windows 11, MacOS, Microsoft 365 applications, Teams, Outlook, and endpoint devices
• Support employee onboarding, offboarding, and workstation deployments
• Manage laptop provisioning, asset tracking, and peripheral support
• Document incidents, service requests, and knowledge articles within the ITSM platform
• Escalate complex issues and collaborate with global support teams when required
• Contribute to the long‑term ServiceNow roadmap and platform evolution aligned to IT strategy
• .Administer Microsoft 365 services including Exchange Online, Teams, SharePoint Online, and OneDrive
• Configure and manage user accounts, licensing, groups, and permissions
• Support Microsoft Teams collaboration environments and meeting technologies
• Monitor service health and assist with troubleshooting Microsoft cloud services
• Administer Microsoft Entra ID (Azure AD) including users, groups, roles, and access controls
• Manage account provisioning, deprovisioning, and role-based access assignments
• Configure and support Conditional Access policies and identity governance processes
• Troubleshoot authentication, synchronization, and directory-related issues
• Maintain accurate documentation, procedures, and support knowledge articles
• Participate in IT projects, system upgrades, and technology deployments
• Identify opportunities for automation and process improvement

Requirements

• Associate's degree in information technology, Computer Science, or equivalent work experience.
• 3+ years of IT support or systems administration experience in an enterprise environment.
• Hands‑on experience administering Microsoft 365 services.
• Experience supporting Multi‑Factor Authentication (MFA) solutions and modern authentication technologies.
• Strong understanding of Windows 11 administration and troubleshooting.
• Experience with Intune management, and conditional access.
• Experience with MacOS and JAMF.
• Strong troubleshooting and problem‑solving skills.
• Excellent verbal and written communication skills.
• Experience with ServiceNow or similar ITSM platforms.
• Ability to travel to Minneapolis office 3 days per week.