Tier 2-3 Help Desk Technician

Based in Saint Paul, Sovran, Inc. runs an in-person help desk where practical technical problem solving meets attentive customer service. The Tier 2-3 Help Desk Technician role emphasizes incident resolution, meticulous ticketing, and collaboration with teammates, with an after-hours on-call rotation and a strong focus on documented processes.

Responsibilities

• Provide timely and thorough resolutions for incidents and service requests across all categories.
• Apply exceptional customer service skills in person, over the phone, or via live chat, aiming to exceed expectations.
• Walk customers through troubleshooting steps, follow up promptly on every ticket, and drive issues to resolution.
• Record complete details throughout the service cycle, including time tracking and activity reporting.
• Update and maintain documentation in the ticketing system and knowledge base.
• Track, route, and escalate problems to the correct resources, while collaborating with the team.
• Learn and follow service procedures, such as escalation paths and device build steps, proposing process improvements when applicable.
• Join the after-hours on-call rotation after 90 days on the team, with additional pay.
• Be an engaged, human contributor to the team and workplace culture.

Requirements

• Proven experience delivering help desk support.
• Technical knowledge appropriate for Tier 2 and Tier 3 support.
• Strong English communication skills across all forms of communication.
• Demonstrated ability to provide top-tier customer service.
• Advanced multitasking and prioritization abilities amid competing tasks.
• Working knowledge of tools, software, and systems used by MSPs.
• College-level degree in Information Technology or Computer Science, CompTIA certifications, or equivalent work experience.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Job Type

Full-time

Pay

USD 54,000 - 57,000 per year

Work Location

Saint Paul, MN, onsite

Application Questions

• What is your salary requirement?
• Please confirm that you understand this is NOT a remote position. All employees report to the office every day.