IT Help Desk -Level 2

About the role

MSI Metro Sales Inc., a 100% Employee-Owned Company, is seeking an Employee-Owner, IT Help Desk Level 2 for our Roseville, MN location. The client-facing technical support role focuses on resolving technical issues in a timely and effective manner while managing clients' expectations.

Responsibilities

• Analyze and troubleshoot clients’ critical issues IT hardware and software remotely.
• Document, review and report service tickets for process improvement initiatives.
• Provide feedback on customer issues, process inefficiencies, etc. in collaboration with internal delivery teams.
• Maintain technical certifications in alignment with hardware and software applications trends.
• Participate in process improvements and procedures for efficient service delivery.
• Conduct thorough verification of information, accurate documentation and organization.
• Participate and collaborate in training and development.
• Perform other appropriate duties and responsibilities as assigned.

Minimum Qualifications

• A high school diploma, GED, or equivalent.
• 4+ years prior experience in IT administration and/or technical support experience, or equivalent.
• Clean driving record and reliable vehicle.
• Ability to participate in the after-hours on-call rotation.
• Proven knowledge of IT and telecommunications infrastructure, hardware, and software applications in a Microsoft environment.
• Proven exceptional customer service experience.

Preferred Qualifications

• Bachelor’s degree in Computer Science, IT, or equivalent from an accredited institution.
• Computer-related industry certifications in technologies such as Microsoft Windows, Azure, Fortinet, networking, storage, and security.

What We Offer

• Medical, Dental and Vision Insurance
• Short- and long-term disability program
• Life Insurance
• Education Development Benefits
• Employee Stock Ownership Plan (ESOP) + Gainshare
• 401(k) + Match
• Paid Time Off (PTO)
• Paid Volunteer Days

Benefits

• Employee Stock Ownership Plan (ESOP) + Gainshare — because your success is also your investment.

Company Culture

We are committed to building an environment that offers meaningful challenges, continuous growth, and real financial rewards. When you join MSI, you're not just taking a job — you're building a career and investing in something you can call your own.

Equal Opportunity Employer

MSI Metro Sales Inc. is an Equal Opportunity Employer. We will provide equal opportunity regardless of race, religion, color, national origin, sex, age, marital status, disability, familial status, sexual orientation, gender identity, status with regard to public assistance or any other protected by applicable federal, state, or local law. For additional roles visit us at: https://www.metrosales.com/msi-careers/