IT Help Desk Engineer II
Loffler Companies, Inc. - Bloomington, MN

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Position Summary:
The Help Desk Engineer II will demonstrate strong tier II troubleshooting skills, possess a passion for customer service, and maintain a true desire to deliver results with a sense of urgency, utilizing best practices, technical skills, technical experiences, common sense, and best judgment.

Essential Duties and Responsibilities:
  • Provide tier II support to customers
  • Technical lead on simple projects
  • Escalate issues to senior engineers or manufacturer/VAR
  • Assist with changes to Loffler IT tools and systems
  • Provide mentoring and training of other engineers
  • Answer queue calls
  • Monitor and address system alerts (i.e. Down Servers, Backup Alerts, Critical System Alerts)
  • Solve problems by utilizing training, knowledge, tools and analytical skills while on call or processing a case
  • Create and publish documentation in our knowledge base
  • Document and maintain detailed history of service tickets from start to finish
  • Provide a high degree of customer satisfaction, technical expertise, accuracy, and timeliness
  • Assist engineers and customers in solving technical problems
  • Alert management on recurring problems and patterns of problems
  • Create, record, and resolve incoming requests for service
  • Contribute to and maintain system, installation, and configuration standards and procedures
  • Other duties as assigned
Essential Education, Skills and Experience:
  • Associate or Bachelor’s degree in IT or related technical field (i.e. Computer Science, Engineering)
  • 3-5 years IT support experience
  • Associate or intermediate level technical certification(s) preferred
  • Strong attention to detail and follow through skills
  • Ability to work under pressure, multitask, and meet deadlines
  • Excellent customer service, communication, and troubleshooting skills
  • Demonstrate excellence in organizational and time management skills
  • Confident phone presence and exceptional customer service skills are a must
  • Aptitude for creative and alternate solutions
  • Strong team player
  • Good judgment and technical common sense
Work Conditions:
  • High energy position dealing with clients on a daily basis
  • Requires occasional evening and/or weekend work for both scheduled and on-call activities
  • Ability to lift 40 pounds

Loffler Companies, Inc. - 18 months ago - save job - block
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