Level 2 IT Helpdesk Technician — Hybrid, Growth Path

Point North Networks Inc; Inver Grove Heights (MN); Hybrid; USD 48,000 - 58,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible PTO

Hybrid schedule

SEP IRA

Job summary

Point North Networks Inc. in Inver Grove Heights, MN seeks a Level 2 IT Helpdesk Technician to provide escalated support for managed clients, addressing issues via phone, email, remote tools, and on-site visits. You will assist Level 1 technicians, research intermediate problems, and document interactions thoroughly.

The role requires strong communication, problem-solving, and a proactive mindset, with after-hours work as needed. Hybrid schedule with in-office focus on select days.

Qualifications

• Excellent communication and customer relationship skills.
• Strong problem-solving mindset and ability to adapt quickly to varied client environments.
• Intermediate technical knowledge: Windows OS, Microsoft 365 admin, basic networking.
• Familiarity with at least one command shell language (PowerShell, cmd, bash).
• Self-starter who takes ownership and drives resolution.
• Documentation and continuous improvement oriented.
• Occasional night/weekend work for emergencies or maintenance.

Responsibilities

• Provide resolution for escalated support tickets via phone, email, remote tools, and on-site service
• Provide first-line support for tickets requiring level 2 expertise
• Assist level 1 technicians with ticket resolution
• Research and resolve intermediate level technical issues
• Handle occasional project tasks as assigned by senior team members
• Respond to after-hours emergencies when scheduled
• Recognize issues needing escalation and recommend proactive solutions
• Perform intermediate level troubleshooting and admin tasks in Microsoft Active Directory and 365
• Document all client interactions, issues, and resolutions thoroughly

Skills

Excellent communication

Problem-solving mindset

Self-starter with ownership

Documentation passion

Team collaboration

Education

A+ Certification or equivalent

Tools

Windows OS

Microsoft 365 administration

Networking basics

PowerShell

Job description

Point North Networks Inc. in Inver Grove Heights, MN seeks a Level 2 IT Helpdesk Technician to provide escalated support for managed clients, addressing issues via phone, email, remote tools, and on-site visits. You will assist Level 1 technicians, research intermediate problems, and document interactions thoroughly.

The role requires strong communication, problem-solving, and a proactive mindset, with after-hours work as needed. Hybrid schedule with in-office focus on select days.