IT Helpdesk Technician II

Description

Level 2 IT Helpdesk Technician

Company Overview

Point North Networks is a trusted Managed IT Services and Private Cloud Hosting provider headquartered in Inver Grove Heights, MN. We empower client success through our passion for technology, delivering real people and real solutions that businesses can trust. Our core values guide everything we do:

• Honesty - We believe that honesty is the foundation for every great relationship.
• Professionalism - As leaders in IT, our work and our behaviors will always reflect the highest level of quality & efficiency.
• Relationships - We prioritize fostering long-term partnerships that bring mutual benefits, rather than pursuing short-term gains.
• Transcending - Our commitment is to consistently exceed our clients' expectations, going above and beyond to deliver exceptional service. 
• Modesty - We are unassuming in the way we conduct ourselves and appreciate the input and feedback of others.

We are one PNN family, focused on lifelong employees and lifelong clients. In our IT Services division, our passion is developing people and solving problems while making IT simple for companies with vision. We operate in a collaborative, hybrid environment where team members are encouraged to contribute, grow, and take ownership.

Position Overview

We are seeking a Level 2 IT Helpdesk Technician who is eager to solve problems effectively, build strong relationships with end users, and represent Point North Networks with professionalism and care. This is a hands-on role providing escalated support to our managed clients, with opportunities to grow into higher-level technical positions. You will work primarily from our Inver Grove Heights office during office days, with on-site client visits and after-hours work as needed.

Key Responsibilities

• Provide  resolution for escalated support tickets via phone, email, remote tools, and on-site service
• Provide first-line support for tickets that require level 2 expertise
• Assist level 1 technicians with ticket resolution
• Research and resolve intermediate level technical issues
• Handle occasional project tasks as assigned by senior team members
• Respond to after-hours emergencies when scheduled
• Recognize issues that may require escalation and recommend proactive project solutions
• Perform intermediate level troubleshooting and administrative tasks in Microsoft Active Directory and 365 environments
• Document all client interactions, issues, and resolutions thoroughly

What We Offer

• Competitive salary: $53,000 annually (based on experience)
• Comprehensive benefits: medical, dental, vision, disability insurance, HSA
• Flexible PTO after 60-day introductory period (unlimited, within manager’s approval)
• Company-matched SEP IRA
• Flexible hybrid schedule (in-office focus Mondays and Tuesdays mandatory)
• Opportunities for training, certifications, and career growth into Level 3 and specialized technical roles
• Collaborative team environment
• A culture that rejects average, values accountability, and celebrates personal ownership and pride

If you are passionate about technology, committed to exceptional client service, and ready to grow with a company that puts people first, we’d love to hear from you. Join the PNN family and help us make IT simple while transcending expectations every day.

Requirements

• Excellent communication and customer relationship skills - you enjoy helping people and can stay positive and lighthearted even in challenging situations
• Strong problem-solving mindset and ability to adapt quickly to varied client environments
• Intermediate technical knowledge, including:
  • Windows OS (workstations and servers)
  • Microsoft 365 administration (Entra ID, Exchange Online, etc.)
  • Basic networking (TCP/IP protocols and related technologies)
• Familiarity with at least one command shell language (PowerShell, cmd, bash)
• Self-starter who takes ownership: see it, own it, solve it, do it
• Passion for IT, documentation, and continuous improvement
• Comfort with occasional night/weekend work for emergencies or scheduled maintenance (limited)
• A+, Network+ certification or equivalent experience a plus, but not required - we invest in training the right people
• Must be able to work out of the office in Inver Grove Heights, MN