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Sovran, Inc.

Tier 2-3 Help Desk Technician

Sovran, Inc.
Saint Paul, MN $54k - $57k/yr Full time Posted 27d ago
Customer Service Customer Support End User Support Help Desk Incident Management Information Technology (IT) IT Operations IT Services ITSM Level II Phone Support Service Management Technical Support
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Job Description

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.

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