Intermediate Service Desk Specialist

About the role

This role is currently based at our Minneapolis office and will transition to our new headquarters in Dayton, MN, in 2027.

Responsibilities

• Deliver advanced end-user technical support across hardware, software, devices, applications, and access.
• Support users via phone, chat, and ticketing systems, owning incidents from intake through resolution.
• Ensure clear communication and effective issue closure.
• Provide Tier 1–Tier 2 support across end-user devices, printing, access, identity, connectivity, and core business applications.
• Troubleshoot issues involving Windows, macOS, mobile devices, collaboration tools, and network fundamentals.
• Provide Tier 2 support for Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint), including configuration guidance, feature support, and end-user education.
• Log, prioritize, and manage incidents and service requests in alignment with ITSM standards and service level expectations.
• Ensure ticket accuracy, completeness, and timely updates throughout the resolution process.
• Follow standard operating procedures and contribute to incident, request, and problem management workflows.
• Partner with cross-functional teams to escalate issues and validate resolutions.
• Contribute to continuous improvement of Service Desk workflows, self-service effectiveness, and overall user experience.
• Identify incident trends and user behaviors, documentation gaps, training needs, and opportunities for service improvement.
• Communicate recurring user pain points, trends and technology challenges to leadership and cross-functional teams.
• Create, maintain, and refine knowledge base articles, troubleshooting guides, SOPs, and self-service resources to improve first-contact resolution.
• Support the development of training and enablement materials that enhance employee understanding of devices, Microsoft 365 tools, and self-service capabilities.
• Support simplification and consistency in troubleshooting approaches, documentation, and escalation practices.

Requirements

• Achieved an Associate’s degree in Information Systems, Computer Science, or a related field.
• At least 3 years of experience in IT support, Service Desk, or End User Computing (EUC) roles.
• Strong problem-solving skills across Windows, macOS, mobile devices, and Microsoft 365 applications.
• Excellent written and verbal communication skills, especially related to technical documentation and user guidance.
• Experience working with ITSM systems such as ServiceNow.
• Demonstrated ability to support both technical and non-technical users with professionalism and empathy.

Qualifications

• Experience in manufacturing or complex, process-driven environments.
• Hands-on experience with Microsoft 365 administration or advanced support, including Teams, Outlook, OneDrive, SharePoint, Exchange Online, or Microsoft 365 Apps.
• Experience with endpoint management tools such as Intune, KACE, JAMF, or similar.
• Experience in creating or maintaining structured documentation, training materials, and self-service help portals.
• ITIL Foundation or knowledge of ITIL-aligned processes (incident, request, problem, and knowledge management).

Skills

• Customer-focused service mindset, demonstrating empathy and professionalism while delivering a consistently positive end user experience.
• Clear communication of technical issues to non-technical users, translating complexity into simple, actionable guidance and setting realistic expectations.
• Calm and effective under pressure, particularly during outages or production-impacting incidents, maintaining control and service quality.
• Strong prioritization, ownership, and follow-through, managing multiple issues simultaneously and driving them to timely, documented resolution.
• Trusted, technically credible team member who adapts quickly to shifting priorities and diverse operational demands.

Benefits

Graco offers attractive compensation, benefits and career development opportunities. Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

Pay

The base pay range for this position is $21.92 - $38.41 per hour, exclusive of fringe benefits or other compensation.

Schedule

Details on the schedule will be provided upon hire.