IT Help Desk Specialist II

The IT Help Desk Specialist II role supports internal employees by delivering technical assistance and customer-focused service. Based in Arden Hills, MN, this onsite position helps resolve hardware, software, systems, and end-user issues while managing support requests through completion.

Key Responsibilities

• Support execution of Trafera’s IT strategy and operational objectives
• Run weekly system checks to confirm automated operations function reliably
• Maintain technical support inventory in the asset management system
• Partner with the System Administrator on internal IT infrastructure setup and maintenance
• Create and maintain technical documentation, procedures, and support resources
• Support accuracy, integrity, and system reliability across technical platforms
• Respond promptly to technical support requests and service tickets
• Own assigned tickets end to end, meeting response and resolution targets while keeping requesters informed
• Work with internal customers in-person and remotely to resolve ticket submissions and technical questions
• Help set up and configure hardware for employees and IT services
• Execute onboarding and offboarding activities, including account provisioning and deprovisioning, device builds, and device returns
• Remediate endpoint patch and update compliance findings
• Mentor and cross-train peers by sharing resolution knowledge
• Maintain a positive, solutions-focused mindset

Required Qualifications

• High school diploma or equivalent certification such as GED or HiSET
• 3 years of progressive experience in technical support, computer or electronic device repair, or related technical support services
• Demonstrated ability to deliver professional, responsive, customer-focused support
• Demonstrated analytical and problem-solving skills
• Effective written and verbal communication skills, with the ability to present information clearly, professionally, and persuasively to internal stakeholders
• Creative and results oriented approach with the ability to collaborate to identify and solve issues, make proactive recommendations, and lead through influence
• Self-directed and punctual work style in a fast-paced team environment
• Ability to manage multiple projects and tasks, prioritize to meet deadlines, and deliver results

Preferred Qualifications

• Certification of A+ and/or Network+

Technologies

• ITSM platform (Freshservice preferred)
• Microsoft 365
• Entra
• Intune
• Microsoft Windows 11
• Linux servers
• AWS
• Azure
• Google Cloud

Helpful Exposure (Not Required)

• Linux servers
• Cloud platforms (AWS, Azure, or Google Cloud)

Work Environment and Schedule

• Work occurs in an office/warehouse environment with interaction across locations, and also includes remote work utilizing connected devices and video conferencing
• Communication methods may include phone calls, text, or chat messaging
• Typical schedule: Monday to Friday, 8:00 am to 4:30 pm
• Full-time nonexempt (hourly) role with a minimum of 40 hours per week
• Overtime (more than 40 hours) may be approved or required if requested by a manager

Day-to-Day Tools

• ITSM platform (Freshservice preferred)
• Microsoft 365 / Entra / Intune
• Microsoft Windows 11

Compensation and Location

• Location: Arden Hills, MN (onsite)
• Pay: USD 25 to 28 per hour

Core Competencies

• Nimble Learning
• Collaborates
• Customer Focus
• Instills Trust
• Action Oriented
• Courage
• Persuaded
• Decision Quality
• Manages Conflict
• Optimize Work Processes
• Build authentic, trusted relationships that promote collaboration, inclusion, and a culture that lives values every day: Integrity, Dependability, Connection, Action, Growth