Senior IT Help Desk & Systems Lead

Innovize & Xcel Scientific

Saint Paul (MN)

On-site

USD 85,000 - 95,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Innovize & Xcel Scientific in Saint Paul, MN is seeking a Senior Help Desk Administrator to provide advanced technical support for end users, systems, applications, and infrastructure. This role serves as escalation point for complex issues and mentors junior staff.

Responsibilities include Tier 2/3 support, AD/M365, Windows, ERP and Salesforce support, asset management, and leveraging AI tools to improve desk operations; the role requires strong customer service and proactive problem-solving.

Qualifications

Associate's or Bachelor's degree in IT, CS, or related field, or equivalent experience.
5+ years of experience in Help Desk, Desktop Support, or Technical Support roles.
Experience supporting 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 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.
Lead service desk operations to drive continuous improvement and SLA compliance.
Monitor and manage support tickets to ensure SLA compliance.
Escalate issues to infrastructure, security, or vendor teams when needed.
Maintain accurate documentation of incidents, solutions, and procedures.
Analyze recurring issues and implement preventative measures.
Automate repetitive Help Desk tasks using AI and automation tools.