Associate IT Operations Engineer - On-site MN
HelpSystems LLC

Problem Solvers. Proactive Protectors. Relentless Allies.

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The Associate IT Operations Engineer in the Service Desk team is a foundational role, making it an ideal starting point for newcomers to the IT field. This role places significant emphasis on foundational skills, particularly in utilizing runbooks and adhering to repeatable processes for effective triage and achieving first-touch resolution.

The focus is on delivering crucial first-line support for all IT-related issues, incidents, and service requests. This foundational role involves logging, tracking, and efficiently triaging IT related requests and issues, ensuring timely resolution by appropriate escalation when needed.

WHAT YOU'LL DO

• Provide on-site IT support at Fortra's Corporate Headquarters located in Eden Prairie, Minnesota
• Receive, prioritize, and resolve service desk requests from end users courteously.
• Build rapport with Service Desk customers to gather problem details effectively.
• Apply diagnostic utilities and access resources for troubleshooting and problem resolution.
• Identify and learn organization's supported software and hardware.
• Perform preventive maintenance on workstations, printers, and peripherals.
• Escalate complex problems to experienced engineers when necessary.
• Conduct post-resolution follow-ups and develop user-friendly help sheets.
• Demonstrate productivity, timeliness, and effectiveness in all activities, including outside of normal working hours (weekends) where required.

QUALIFICATIONS

• Must be local to Eden Prairie, Minnesota, and be willing to commute to the office at least four days a week.
• Knowledge of Microsoft products (OS and O365).
• Introductory networking troubleshooting skills.
• Good written and oral communication skills with a customer service orientation.
• Familiarity with hardware setup, including server installation, and basic diagnostic tools.
• Knowledge of backup software, media management, and Active Directory basics.
• Ability to identify and resolve common IT issues and a proactive approach to learning.
• Highly motivated with a keen eye for details in technical tasks.
• Comfortable working in team-oriented environments and collaborating with others.

About Us

This is Fortra, where we're making a difference by offering a best-in-class solutions portfolio, proactively adapting to the ever-evolving cybersecurity threat landscape, and putting people first. Fortra is a cybersecurity company like no other. We're known for our innovative software and services, world-class support, and the commitment and satisfaction of employees across the globe. Our approach is different, and we're proud of that. For more information about what it's like to work for us, and learn about our culture, benefits, or perks, connect with us on LinkedIn.

We Are Fortra

Our people make us great. Our employees are a resilient and diverse group of global problem solvers, proactive protectors, and relentless allies, empowered to show up every day authentically, ready to fight the good fight with Fortra. Here at Fortra, we believe we're stronger when we're all stronger. That's why we're committed to supporting and empowering our employees through a host of offerings, including competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

Visit our website to learn more about why employees choose to work for Fortra. Remember to check out our Glassdoor to learn what our employees are saying and connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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