Service Desk Technician II - Minneapolis

About the Role

The Service Desk Technician II serves as an experienced technical support professional responsible for resolving complex technology issues, supporting enterprise applications and endpoint devices, and delivering exceptional customer service. This role acts as an escalation resource for Service Desk Technician I staff, providing advanced troubleshooting and technical expertise across hardware, software, mobile devices, identity platforms, and cloud-based services. The Service Desk Technician II supports both onsite and remote employees, contributes to continuous service improvement efforts, maintains accurate documentation, and ensures compliance with organizational security standards and IT service management processes.

Responsibilities

• Provide Level 2 technical support for incidents and service requests that require advanced troubleshooting.
• Manage incidents through the full lifecycle, ensuring timely resolution and adherence to established metrics.
• Investigate recurring issues and identify root causes to reduce repeat incidents.
• Escalate issues to infrastructure, security, application, or vendor support teams as necessary.
• Maintain accurate ticket documentation, troubleshooting notes, and resolution details within the ITSM platform.
• Provide advanced support for remote and hybrid employees.
• Assist users with access management, password resets, multi-factor authentication (MFA), and identity-related issues.
• Perform deskside and remote support activities while maintaining high customer satisfaction.
• Maintain accurate inventory, asset tracking, and configuration information.
• Create, update, and maintain technical documentation, knowledge articles, and support procedures.
• Contribute to process improvement initiatives designed to improve service quality and operational efficiency.
• Identify opportunities for automation and self-service solutions.
• Assist with training and knowledge transfer activities for Service Desk Technician I staff.
• Participate in technology deployments, upgrades, migrations, and new system implementations.
• Support IT projects and business initiatives.
• Assist with testing and validation of new technologies prior to deployment.

Requirements

• Associate degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
• Industry certifications such as CompTIA A+, Network+, Security+, ITIL Foundation, or Microsoft 365 Fundamentals.
• Three (3) to five (5) years of IT support or service desk experience.
• Experience supporting Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Working knowledge of Microsoft Entra ID (Azure Active Directory), Active Directory, Exchange Online, and user access management.
• Experience with endpoint management solutions such as Microsoft Intune, Mobile Device Management (MDM), and device provisioning.
• Experience working within an IT Service Management (ITSM) framework.
• Familiarity with Microsoft Intune, Exchange, and Active Directory environments.
• General working knowledge of networking and server concepts.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless networking, and remote connectivity troubleshooting.
• Ability to diagnose, troubleshoot, and resolve complex technical issues while determining appropriate escalation paths when necessary.
• Experience creating and maintaining technical documentation, knowledge base articles, and standard operating procedures.
• Excellent customer service, interpersonal, written, and verbal communication skills.

About Us

Dominium is a purpose-driven leader in affordable housing. We operate in approximately 20 states, supported by a team of over 1,300 dedicated employees. For more than 50 years, we have delivered excellence in the development and management of affordable housing communities across the United States. Dominium’s values – EDGE: Entrepreneurial Innovation, Developing People, Growth Mindset, and Execution – guide us in fulfilling our Purpose: to provide quality, affordable housing that builds Enduring Value for our residents, employees, communities, and financial partners. We believe housing provides dignity, and our work has a positive, lasting impact on the lives of individuals and families – often for generations.

Benefits

• Competitive salary and an incentive bonus program.
• Training and development programs, career growth, and community volunteer and outreach programs.
• Comprehensive benefits package including:
  • Basic Life and AD&D insurance.
  • Employee, Spouse, and Child Supplemental Life and AD&D insurance.
  • Short and Long-Term Disability insurance.
  • Medical, Dental, and Vision coverage with optional Health Savings Accounts.
  • Medical and Dependent Care Flexible Spending Accounts.
  • Voluntary Benefits (Accident, Critical Illness, Whole Life).
  • Employee Assistance Program.
• 401(K) plan.
• Health and Financial Wellness Programs.
• Paid Time Off including Paid Holidays and Floating Holidays.
• Paid Parental Leave.
• Education Reimbursement.
• Employee Recognition.
• Dominium Employee Emergency Fund.