Intermediate Service Desk Specialist

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls.

Graco is part of your daily life.

This role is currently based at our Minneapolis office and will transition to our new headquarters in Dayton, MN, in 2027.

The Intermediate Service Desk Specialist delivers advanced end-user technical support across hardware, software, devices, applications, and access. The role supports users via phone, chat, and ticketing systems, owns incidents from intake through resolution, and ensures clear communication and effective issue closure. Working within IT Service Management processes, the specialist troubleshoots Windows, macOS, mobile devices, Microsoft 365, and collaboration tools; escalates complex issues with proper documentation;

and contributes to continuous improvement through knowledge sharing and enhanced self-service resources.

User Experience

* Provide high‑quality technical support to employees via phone, chat, and ticketing systems.

* Communicate clearly and professionally throughout the support lifecycle, setting expectations and maintaining ownership through resolution.

* Confirm issue resolution with users prior to ticket closure.

End User Support & Issue Resolution

* Deliver Tier 1-Tier 2 support across end‑user devices, printing, access, identity, connectivity, and core business applications.

* Troubleshoot issues involving Windows, macOS, mobile devices, collaboration tools, and network fundamentals.

* Provide Tier 2 support for Microsoft 365 applications (Teams, Outlook, One Drive, SharePoint), including configuration guidance, feature support, and end‑user education.

Service Request Management

* Log, prioritize, and manage incidents and service requests in alignment with ITSM standards and service level expectations.

* Ensure ticket accuracy, completeness, and timely updates throughout the resolution process.

* Follow standard operating procedures and contribute to incident, request, and problem management workflows.

* Partner with cross-functional teams to escalate issues and validate resolutions.

Knowledge & Continuous Improvement

* Contribute to continuous improvement of Service Desk workflows, self‑service effectiveness, and overall user experience.

* Identify incident trends and user behaviors, documentation gaps, training needs, and opportunities for service improvement.

* Communicate recurring user pain points, trends and technology challenges to leadership and cross‑functional teams.

* Create, maintain, and refine knowledge base articles, troubleshooting guides, SOPs, and self‑service resources to improve first‑contact resolution.

* Support the development of training and enablement materials that enhance employee understanding of devices, Microsoft 365 tools, and self‑service capabilities.

* Support simplification and consistency in troubleshooting approaches, documentation, and escalation practices.

What You Will Bring to Graco

* Associate's degree in Information Systems, Computer Science, or related field

* 3+ years of experience in IT support, Service Desk, or EUC roles.

* Strong problem‑solving skills across Windows, macOS, mobile devices, and Microsoft 365 applications.

* Excellent written and verbal communication skills, especially related to technical documentation and user guidance.

* Experience working with ITSM systems such as Service Now.

* Demonstrated ability to support both technical and non‑technical users with professionalism and empathy.

Accelerators

* Experience in manufacturing or complex, process‑driven environments.

* Hands‑on experience with Microsoft 365 administration or advanced support, including Teams, Outlook, One Drive, SharePoint, Exchange Online, or Microsoft 365 Apps.

* Experience with endpoint management tools such as Intune, KACE, JAMF, or similar.

* Experience in creating or maintaining structured…