IT Help Desk Specialist II Job Arden Hills area,Minnesota USA,IT/Tech

Position Summary:

The IT Help Desk Specialist II provides technical support and exceptional customer service to internal employees, resolving hardware, software, systems, and end-user issues while managing support requests through completion. This role supports the organization’s IT operations and works closely with the broader IT team. The IT Help Desk Specialist II contributes to system reliability, security, and continuous improvement initiatives while serving as a trusted resource, sharing knowledge with peers, and promoting a collaborative, solutions-oriented culture.

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 our values every day (Integrity, Dependability, Connection, Action, Growth)

Essential Responsibilities:

The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.

Support the execution of Trafera’s IT strategy and operational objectives
Perform weekly system checks to ensure automated operations are functioning reliably
Assist in maintaining technical support inventory in our asset management system
Partner with 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 against response and resolution targets, keeping requesters informed
Partner with internal customers, both in-person and remotely, to resolve ticket submissions and technical questions
Help setup and configure hardware for employees and for IT services
Execute employee onboarding and offboarding activities including account provisioning and deprovisioning, device build and return
Remediate endpoint patch and update compliance findings
Mentor and cross-train peers; share resolution knowledge across the team
Maintain positive, solutions-focused mentality

Minimum Skills, Abilities, and Requirements:

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 experience
Certification of A+ and/or Network+ preferred
Demonstrated ability to deliver professional, responsive, and 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 mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence
Self-directed and punctual work style, able to work within a fast-paced team environment
Ability to manage multiple projects and/or tasks, prioritize to meet deadlines, and deliver results

Technology and Systems:
Used day to day:

ITSM platform (Fresh service preferred)
Microsoft 365 / Entra / Intune
Microsoft Windows 11

Exposure to the following is helpful but not required:

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

Work Environment, Physical, and Mental Demands:

Incumbents in this role will perform their work both in an office/warehouse environment and interact with team members throughout the facility in both office and warehouse environments and working remote utilizing connected devices, video conferencing, phone…