Senior IT Service Desk Technician II – Remote Support

Dominium; Plymouth (MN); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan

Paid time off and holidays

Job summary

Dominium is seeking a Service Desk Technician II to provide advanced technical support for enterprise applications and endpoint devices, supporting both onsite and remote staff in a hybrid environment. You will be the escalation resource for more complex issues, delivering timely, customer-focused service.

The role emphasizes strong troubleshooting, documentation, security compliance, and collaboration with IT teams.

Qualifications

• Associate degree in IT or related field, or equivalent experience.
• Certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft 365 Fundamentals.
• 3–5 years IT support or service desk experience.
• Experience with Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint).
• Knowledge of Entra ID/Azure AD, Active Directory, Exchange Online, and access management.
• Experience with endpoint management (Intune/MDM).
• Experience within an ITSM framework.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Ability to diagnose, troubleshoot, and escalate complex issues; strong documentation.

Responsibilities

• Provide Level 2 technical support for incidents and service requests.
• Manage incidents through full lifecycle with timely resolution.
• Investigate recurring issues and identify root causes.
• Escalate to appropriate teams when needed.
• Maintain ticket documentation and resolution details in ITSM.
• Support remote and hybrid employees with advanced troubleshooting.
• Assist with access management, MFA, and identity issues.
• Create and maintain technical documentation and knowledge base articles.
• Participate in process improvements and automation opportunities.
• Assist with training for Service Desk Technician I staff.

Skills

Customer service orientation

Troubleshooting

Communication skills

Problem solving

Documentation

Team collaboration

Time management

Education

Associate degree in Information Technology or related field

CompTIA A+

Network+

Security+

ITIL Foundation

Microsoft 365 Fundamentals

Tools

Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Entra ID / Azure AD

Exchange Online

Active Directory

Intune / MDM

ITSM platforms

Networking basics

Job description

Dominium is seeking a Service Desk Technician II to provide advanced technical support for enterprise applications and endpoint devices, supporting both onsite and remote staff in a hybrid environment. You will be the escalation resource for more complex issues, delivering timely, customer-focused service.

The role emphasizes strong troubleshooting, documentation, security compliance, and collaboration with IT teams.