IT Help Desk II

2 weeks ago

Brooklyn Park, United States Velosity Full time

MMD Medical, a Velosity Company is searching for an IT Help Desk II to support our manufacturing facility in Brooklyn Park, MN. This role is responsible for being the first point of contact to employees for resolving technical issues with Velosity's IT services. This position plays a key role in supporting our employee productivity by providing technical assistance and guidance. They will bridge the gap between users and higher-level technical support when deemed necessary. Excellent communication and interpersonal skills are vital for this role.

This is an on-site position supporting our Brooklyn Park location.

Who is MMD Medical?

MMD Medical is a cutting-edge medical parts manufacturer that enhances speed and cuts costs by engineering efficient processes.

At MMD, our culture & values are our competitive advantages. Engrained in everything we do are our values of Collaboration, Results-Driven, Continuous Improvement, Integrity, and Customer Satisfaction. Sound like you? Apply to join our team today.


What You'll Love about MMD Medical:

  • Excellent benefits package including medical, dental, life insurance, short term and long term disability, flex spending, 401k match, and MORE
  • Quarterly bonus opportunity
  • Generous PTO offerings & 9 paid holidays annually
  • Great opportunities for growth & advancement
  • Clean, friendly, and air-conditioned work environment
  • A collaborative employee centric environment that hires and develops talent based on our values
  • Casual Dress Code


Qualifications:

  • Bachelor's degree; or equivalent combination of IT education and experience.
  • Valid identification and the ability to work legally in the United States as a US Citizen, lawful permanent resident (green card holder) or foreign national granted refugee or asylee status.
  • Two years of technical support experience in an IT help desk role, with a background supporting Microsoft M365 applications in a Windows environment.


Essential Duties:

Technical Diagnosis and Solutions:
  • Provide in-person and remote technical assistance to employees by phone, email, chat or verbal.
  • Diagnose and troubleshoot complex technical issues promptly.
  • Offer effective solutions, considering both immediate fixes and long-term stability.
  • When necessary work with vendor technical support.

Incident Escalation and Collaboration:

  • Ensure timely communication with users regarding cases.
  • Collaborate closely with other IT team members to resolve complex issues and help to determine root causes.
  • Escalate unresolved incidents to Level 3 support.

Problem Management:

  • Analyze recurring issues to identify underlying problems.
  • Propose preventive measures or process improvements to reduce future incidents.
  • Contribute to the creation and maintenance of a knowledge base.

Software and Hardware Support:

  • Assist with software installations, upgrades, and patches.
  • Troubleshoot application-related problems.
  • Perform or coordinate hardware replacements or repairs as needed.
  • Practice and follow change management procedures.

User Training and Documentation:

  • Train end-users on software and system features.
  • Create employee-friendly documentation, FAQs, and self-help guides.
  • Develop and maintain technical documentation, manuals and procedures.

Quality Assurance and Customer Satisfaction:

  • Conduct regular quality checks on resolved incidents.
  • Seek feedback from end-users to improve service quality.
  • Strive for high levels of customer satisfaction.
  • Work cooperatively with all employees.

Skills, Knowledge, Abilities

Skills:

  • Excellent communication and interpersonal skills for effective employee interaction.
  • Strong analytical skills to identify and resolve technical issues effectively.
  • Well-developed problem solving skills.
  • Communication skills to convey technical information in a manner that an employee can comprehend.

Knowledge:

  • Installing, maintaining, and configuring PCs, laptops, docking stations and printers.
  • Microsoft M365 services and applications.
  • Ticketing system and RMM tools.
  • Microsoft operating systems and networking.
  • Microsoft server services of AD, DNS, and DHCP.

Abilities:

  • Capacity to work independently and collaboratively in a fast-paced and ever-changing environment.
  • Ability to assess and recommend appropriate prioritization of Service Desk Tickets.
  • To be able to perform tasks safely.

Licensing/Registration/Certification:

  • Valid identification and the ability to work legally in the United States.

Work Conditions & Physical Demands:

Velosity is a non-smoking, climate controlled, professional injection molding facility. The manufacturing environment may be subject to airborne contaminants and chemical odors as would be customary in an injection molding facility. Walking and stair climbing is required within the facility. Sitting, standing, turning the head and torso, reaching, grasping, bending and flexing the arms, legs, wrists, and fingers are physical requirements. Must have correctable eyesight and good depth perception. Must be able to walk, sit and occasionally climb and balance.

We are proud to be an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, veteran, marital, or disability status.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Velosity is an E-Verify employer.

Velosity maintains ITAR-compliant operations in our facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.


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