Senior IT Help Desk Lead | AI-Driven Support & Mentoring

Innovize

Saint Paul (MN)

On-site

USD 85,000 - 95,000

Full time

6 days ago

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Job summary

Innovize in Saint Paul, MN is seeking a Senior Help Desk Administrator to provide advanced technical support for end users, systems, applications, and infrastructure. You will serve as the escalation point for complex issues, mentor junior staff, and help improve service delivery through documentation and process improvements.

The role combines strong troubleshooting with customer service and requires handling access, security, and business-critical support needs.

Qualifications

Associate's or Bachelor's degree in IT or related field, or equivalent experience.
5+ years of experience in Help Desk, Desktop Support, or Technical Support.
Experience supporting Microsoft Windows, Microsoft 365, Active Directory, Entra ID, and networking technologies.
Strong troubleshooting and problem-solving skills.
Excellent written and verbal communication skills.

Responsibilities

Provide Tier 2 and Tier 3 support for hardware, software, network, and cloud-based systems.
Troubleshoot and resolve complex desktop, laptop, mobile device, printer, and application issues.
Manage user accounts, permissions, and access controls in Active Directory, Microsoft 365, and related systems.
Support Windows operating systems, productivity applications, and enterprise software.
Exercises independent discretion and judgment to diagnose and resolve connectivity, VPN, and network-related issues.
Manage all components of asset management and inventory tracking, including hardware assignment, lifecycle management, audits, and maintaining accurate asset records.
Provide ERP and Salesforce support, including troubleshooting, user assistance, access management, issue resolution, and coordination with internal teams to maintain business operations.
Leverage AI tools to improve Help Desk efficiency, including troubleshooting, knowledge management, documentation, ticket analysis, and user support.
Lead service desk operations to drive continuous improvement and reduce SLAs for internal customers.
Evaluate and recommend technology solutions when applicable.
Monitor and manage support tickets to ensure SLA compliance.
Escalate issues to infrastructure, security, application, or vendor support teams when required.
Maintain accurate documentation of incidents, solutions, and support procedures.
Analyze recurring issues and implement preventative measures.
Identify opportunities to automate repetitive Help Desk tasks and workflows using AI and other automation technologies.
Serve as a technical resource and escalation point for Help Desk technicians.
Provide coaching, training, and knowledge sharing to support staff.
Assist with onboarding, offboarding, and technical training, including account setup and access management.
Develop trainings for new applications and hardware as launched.
Contribute to standards, policies, and best practices for IT support.
Assist with endpoint management, software deployment, patching, and asset management.
Support endpoint security tools, antivirus solutions, and compliance requirements.
Participate in system upgrades, technology rollouts, and infrastructure projects.
Maintain and update technical documentation and knowledge bases.
Deliver exceptional customer service and maintain relationships with business users.
Communicate technical issues and solutions in non-technical terms.
Ensure timely follow-up and resolution of support requests.