Technical Support Specialist

This is a full-time, onsite position based at Elior’s Minneapolis, MN office (1515 Central Ave NE, Minneapolis, MN 55113).

About the role

The Desktop Support Technician Level II provides advanced technical support and serves as an escalation point for Level I helpdesk/service-desk tickets. This role partners closely with IT teams and business segments to ensure reliable end-user support and system functionality.

Responsibilities

• Troubleshoot and resolve escalated tickets from the helpdesk/service desk
• Perform computer imaging, deployment, and recovery
• Handle shipping and receiving of computer equipment
• Support enterprise and in-house applications
• Assist with system upgrades, patches, and maintenance activities
• Partner with IT teams (network, security, systems) to resolve issues
• Train and mentor junior support staff
• Maintain and improve support documentation and processes
• Adhere to company IT policies, procedures, and checklists
• Organize and maintain computer equipment and inventory
• Manage and prioritize tickets in the ticketing system
• Provide white-glove support for VIPs, C-level executives, and upper management
• Deliver advanced support for corporate computer software and hardware
• Perform hardware repairs on HP laptops (keyboards, hard drives, display screens, etc.)
• Provide hands-on technical support at the Houston corporate office
• Deliver remote technical support using tools such as Bomgar/Remote Trust
• Maintain professional demeanor in a corporate work environment

Requirements

• 5+ years of hands-on IT desktop support experience
• Strong troubleshooting skills across Windows environments and common enterprise tools
• Experience with Active Directory, Microsoft O365, and imaging tools
• Familiarity with networking basics
• Excellent problem-solving and customer-service skills
• Strong communication skills, with the ability to articulate technical issues clearly to users

Schedule

In-office Monday through Friday, based at the Minneapolis location.

Pay

Compensation range: $26.00 to $28.90 per hour, based on experience.

Benefits

• Medical (full-time employees)
• Dental
• Vision
• Voluntary UNUM offerings: Accident, Critical Illness, and Hospital Indemnity
• Discount program
• Commuter benefits (parking and transit)
• Employee Assistance Program (EAP)
• 401k
• Sick time
• 9 paid holidays
• Tuition reimbursement (full-time employees)
• Paid time off