Senior 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

• Delivers expert-level end-user technical support across hardware, software, devices, applications, and access, serving as a senior technical resource within the Service Desk.
• Owes complex and high-impact incidents from intake through resolution, ensuring clear and proactive communication, and driving effective issue closure for critical and recurring problems.
• Resolves advanced issues across Windows, macOS, mobile devices, Microsoft 365, and collaboration tools; partners with EUC, Infrastructure, and Application teams on escalations and root cause analysis.
• Contributes to continuous improvement by strengthening knowledge content, refining troubleshooting practices, and improving self-service effectiveness.

Requirements

• Associate’s degree in Information Systems, Computer Science, or related field.
• 5+ years of experience in IT support, Service Desk, or End User Computing roles.
• Advanced troubleshooting expertise across Windows, macOS, mobile devices, and Microsoft 365 applications.
• Strong written and verbal communication skills, including technical documentation and user-focused guidance.
• Experience working with ITSM platforms such as ServiceNow.
• Demonstrated ability to work independently, manage multiple priorities, and resolve complex technical issues.

Qualifications

• Experience supporting manufacturing or complex, process-driven environments.
• Hands-on experience with Microsoft 365 advanced support or administration, including Teams, Outlook, OneDrive, SharePoint, Exchange Online, or Microsoft 365 Apps.
• Experience with endpoint management tools such as Intune, KACE, JAMF, or similar.
• Experience creating structured documentation, training materials, and self-service content.
• ITIL Foundation or strong working 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

Attractive compensation, benefits and career development opportunities. Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees.

Pay

The base pay range for this position is $26.11 - $45.72 per hour, exclusive of fringe benefits or other compensation.

Schedule

Details on the schedule will be provided upon hire.