Senior Service Desk Technician II – Hybrid IT Support

Dominium-1

Plymouth (MN)

Hybrid

USD 54,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Incentive bonus

Training programs

Career growth

Benefits package

Volunteer program

Job summary

Dominium is seeking a Service Desk Technician II to join our IT team in Minneapolis/Plymouth, MN. You will resolve advanced technical issues, support enterprise apps and endpoint devices, and deliver exceptional customer service to onsite and remote staff.

Responsibilities include managing incidents through full lifecycle, assisting with access management, MFA, and documenting solutions in our knowledge base. You will mentor Technician I staff and contribute to process improvements.

Qualifications

Associate degree in IT or related field or equivalent experience.
Industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft 365 Fundamentals.
Three to five years of IT support or service desk experience.
Experience supporting Microsoft 365 apps and services (Outlook, Teams, OneDrive, SharePoint).
Knowledge of Entra ID, AD, Exchange Online, and user access management.
Experience with endpoint management solutions (Intune, MDM).
Experience in ITSM frameworks.
General networking and server concepts.

Responsibilities

Provide Level 2 support for incidents and requests requiring advanced troubleshooting.
Manage incidents through full lifecycle, ensuring timely resolution and metrics adherence.
Investigate recurring issues and identify root causes to reduce repeats.
Escalate issues to infrastructure, security, or vendor teams as needed.
Maintain ticket documentation and resolution details in ITSM.
Provide advanced support for remote and hybrid employees.
Assist with access management, MFA, and identity-related issues.
Perform deskside and remote support with high customer satisfaction.
Maintain inventory, asset tracking, and configuration information.
Create and maintain technical documentation, knowledge articles, and procedures.
Contribute to process improvements for service quality and efficiency.
Identify opportunities for automation and self-service solutions.
Support training and knowledge transfer for Technician I staff.