Senior IT Help Desk Specialist: End-User & Security Support

BBQ Holdings, Inc.; Minnetonka (MN); On-site; USD 60,000 - 90,000; Full time

Job summary

MTY Group is seeking a Technical Support Specialist to join its MTY IT Department. The role involves administering and supporting end-user hardware, software, and peripherals for MTY Group employees, with potential duties across other IT teams as needed.

The ideal candidate will bring 5+ years of technical support experience, strong Windows OS knowledge, and hands-on expertise with AD, DNS, DHCP, and patch management.

Qualifications

• Minimum 5 years in a technical capacity supporting users or projects.
• Expert knowledge of Windows desktop operating systems.
• Extensive experience with laptop, desktop, and mobile device hardware.
• Experience with disk-imaging technologies for rollouts and refreshes.
• Understanding of Active Directory, DNS, DHCP, and related services.
• Experience with helpdesk ticketing systems (SolarWinds WHD, ServiceNow, Cherwell).
• Ability to produce implementation, testing, and self-help documentation.
• Experience managing and troubleshooting Microsoft Office.
• Experience with patch management tools and Microsoft Intune.
• Knowledge of MacOS and iOS operating systems.

Responsibilities

• Support the day-to-day technology needs of MTY Group employees as a Help Desk member.
• Use the ticketing system to handle requests, changes, and incidents.
• Ensure printers are maintained and supplies are in stock.
• Support facilities and security devices such as badge readers and cameras.
• Keep hardware and software current with security patches.
• Assist in managing office systems, servers, and services like Microsoft 365 and Active Directory.
• Collaborate with MTY Group Help Desk teams in other locations to integrate key systems.
• Follow and help develop policies and procedures, and maintain asset inventory.
• Work with vendor support to resolve device and software issues.
• Create and maintain support documentation and self-service guides.

Skills

Windows OS

End-user hardware

Ticketing systems

Documentation

Microsoft 365

Tools

SolarWinds WHD

ServiceNow

Cherwell

ManageEngine

WSUS

Shavlik

BigFix

Jamf Pro

SCCM

Intune

Job description

MTY Group is seeking a Technical Support Specialist to join its MTY IT Department. The role involves administering and supporting end-user hardware, software, and peripherals for MTY Group employees, with potential duties across other IT teams as needed.

The ideal candidate will bring 5+ years of technical support experience, strong Windows OS knowledge, and hands-on expertise with AD, DNS, DHCP, and patch management.