CO - IT - Help Desk Level 2 Technician

Thomas Allen is Hiring for a Help Desk Level 2 Technician!

LOCATION: Office in West St. Paul with occasional travel to our offices throughout the Twin Cities area

HOURS AVAILABLE: Monday - Friday 8am - 4:30pm

WAGE: $44,000 - $52,000

BENEFITS SUMMARY: Health/Dental/Vision Insurance, HSA, Life Insurance, Long and Short Term Disability, 401k, Paid Time Off, Paid Training, Discount Tickets to Local Attractions, Service Recognition Awards, Employee and Rookie of the Month Awards, Referral Bonuses, Capella University Discount, Tuition Reimbursement & more!

JOB SUMMARY: The Help Desk Level 2 Tech is the first line contact for all technical issues. In this position, you will be responsible for 1-on-1 technical troubleshooting and training of all users. You may also manage local area network (LAN) connectivity, including network security, Active Directory, email, and other business accounts.

JOB DUTIES:

• Helps our Case Managers and social services professionals solve user technology problems at the workstation level including desktop, laptop, tablet, cell phone and related peripheral hardware or software applications and services
• Champions customer support through positive interaction, clear communication and advocacy of all end-user issues from initial contact through resolution
• Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department
• Accurately communicates pertinent information to promote a work environment that lends itself to the best interests of departmental personnel and customer service
• Maintains all information relating to all technology assets, problems, solutions, and changes within the purview of the Helpdesk
• Provides tier one support including answering phones, documenting tickets, problem escalation, dispatching, end-user training, and basic troubleshooting for end-user devices
• May provide tier two support including advanced device troubleshooting, spare inventory management, PC imaging, device setup, backup support, and documentation
• Manages users in Active Directory, M365, Zultys VOIP, Synergy as well as other cloud and in-house services
• Supports media and conferencing solutions
• Microsoft Office user support
• Work with vendors and consultants as needed
• To perform this job successfully, successful candidates will need to have an aptitude to quickly pick-up new systems and/or computer
• Works with minimal supervision

QUALIFICATIONS/REQUIRED:

• Associate degree or technical school graduate in a computer related field, or related experience totaling at least 2 years
• Windows 10/11 Desktop experience
• Varied IT experience
• Social service experience
• Customer service experience
• Driver's license, reliable vehicle you can use for work purposes, acceptable driving record, and proof of auto insurance required
• Required background clearance
• Ability to effectively communicate in clearly in English, written and verbal
• Must be at least 18 years of age

NICE TO HAVE:

• CompTIA/A+ certification or equivalent experience
• Windows networking experience or certification
• Voice over IP (VOIP) experience
• TCP/IP, DNS, DHCP, GPO administration experience

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Thomas Allen, Inc. is a social services agency that provides a variety of person-centered services to individuals with disabilities throughout the state of Minnesota. Our team of nearly 800 employees are key players in assisting individuals served with group home support, semi-independent and independent living, case management, care coordination, and guardianship. As our agency continues to grow, we are looking for team members with diverse perspectives and backgrounds who are passionate about providing services that empower those we support.

Thomas Allen, Inc. is an Equal Opportunity and Affirmative Action Employer of all people without regard to race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, familial status, veteran's status, membership or activity in a local human rights commission, or status with regard to public assistance.

Join our team and make a difference!

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