IT Help Desk -Level 2

Founded in 1969, Metro Sales Inc. built its name selling office supplies and equipment within the Twin Cities market. We have grown to become one of the largest office technology and solutions providers in the Midwest. Today, MSI Metro Sales Inc., a 100% Employee‑Owned Company
, is an industry leading hardware, software, and managed services provider.

MSI is seeking an Employee‑Owner, IT Help Desk Level 2 (internal title: Service Desk Engineer) at its Roseville, MN location. This client‑facing technical support role focuses on resolving technical issues in a timely and effective manner while managing our clients’ expectations throughout the process.

• Analyze and troubleshoot clients’ critical issues with IT hardware and software remotely.
• Document, review and report service tickets for process improvement initiatives.
• Provide feedback on customer issues, process inefficiencies, etc., in collaboration with internal delivery teams.
• Maintain technical certifications in alignment with hardware and software application trends.
• Participate in process improvements and procedures for efficient service delivery.
• Conduct thorough verification of information, accurate documentation and organization.
• Participate and collaborate in training and development.
• 25% travel expectations.
• Perform other appropriate duties and responsibilities as assigned.

• High School Diploma, GED or equivalent.
• 4+ years of prior experience in IT administration and/or technical support experience, or equivalent.
• Clean driving record and reliable vehicle.
• Proven knowledge of IT and telecommunications infrastructure, hardware, and software applications in a Microsoft Environment.
• Proven exceptional customer service experience.
• Local candidates only.

• Bachelor’s degree in Computer Science, IT or equivalent from an accredited institution.
• Computer‑related industry certifications in technologies such as Microsoft Windows, Azure, Fortinet, networking, storage, and security.

• Medical, Dental and Vision Insurance
• Short‑ and long‑term disability program
• Life Insurance
• Educational Development Benefits
• Employee Stock Ownership Plan (ESOP) + Gainshare
• 401K+ Match
• PTO
• Paid Volunteer Days! Opportunities for community involvement with your peers.

Our Employee‑Owners drive the success of the company. We strive to create an environment that offers challenging, stimulating and financially rewarding opportunities. Join us where you can learn and grow to your full potential.

MSI Metro Sales Inc. is an Equal Opportunity Employer. We will provide equal opportunity regardless of race, religion, color, national origin, sex, age, marital status, disability, familial status, sexual orientation, gender identity, status with regard to public assistance or any other protected by applicable federal, state, or local law.

• Seniority level:
  Mid‑Senior level
• Employment type:
  
  Full‑time
• Job function:
  Information Technology
• Industry: IT Services and IT Consulting