Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.
This role is currently based at our Minneapolis office and will transition to our new headquarters in Dayton, MN, in 2027.
The Senior Service Desk Specialist delivers expert‑level end‑user technical support across hardware, software, devices, applications, and access, serving as a senior technical resource within the Service Desk. The role owns complex and high‑impact incidents from intake through resolution, ensures clear and proactive communication, and drives effective issue closure for critical and recurring problems. Working within IT Service Management processes, the Senior Service Desk Specialist resolves advanced issues across Windows, macOS, mobile devices, Microsoft 365, and collaboration tools; partners with EUC, Infrastructure, and Application teams on escalations and root cause analysis; and contributes to continuous improvement by strengthening knowledge content, refining troubleshooting practices, and improving self‑service effectiveness.
User Experience
- Deliver a consistently high‑quality support experience for employees via phone, chat, email and ticketing systems.
- Set expectations, communicate proactively, and maintain ownership of complex issues through full resolution.
- Act as a trusted technical point of contact for users during high‑impact incidents or service disruptions.
- Validate issue resolution with users for escalated or complex cases.
End User Support & Issue Resolution
- Provide Tier 1 - Tier 3 support across end‑user devices, printing, access, identity, connectivity, and core business applications.
- Resolve complex issues involving Windows, macOS, mobile devices, collaboration tools, and network fundamentals.
- Deliver advanced support for Microsoft 365 applications (Teams, Outlook, OneDrive, SharePoint), including issue diagnosis, configuration guidance, and feature enablement.
- Serve as an escalation resource for complex technical issues within the Service Desk.
- Identify recurring or high‑impact incidents and collaborate with other IT teams to support root cause analysis and long‑term resolution.
Service Request Management
- Own, prioritize, and manage complex incidents and service requests in alignment with ITSM standards and service level expectations.
- Ensure ticket accuracy, documentation quality, and timely updates for escalated and high‑visibility issues.
- Apply consistent incident, request, and problem management practices in daily work.
- Coordinate with EUC, Infrastructure, Security, and Application teams to support escalations and confirm resolution outcomes.
Knowledge & Continuous Improvement
- Contribute to continuous improvement of Service Desk workflows, escalation quality, and overall user experience.
- Analyze incident trends, repeat issues, documentation gaps, and training needs, and share insights with leadership.
- Create, maintain, and improve knowledge base articles, troubleshooting guides, SOPs, and self‑service resources to increase first‑contact resolution.
- Share technical knowledge and effective troubleshooting approaches with peers as part of day‑to‑day collaboration.
- Support development of training and enablement materials that improve employee adoption of devices, Microsoft 365 tools, and self‑service capabilities.
- Promote consistency and simplification in troubleshooting methods, documentation practices, and escalation criteria.
- Associate’s degree in Information Systems, Computer Science, or related field.
- 5+ years of experience in IT support, Service Desk, or End User Computing roles.
- Advanced troubleshooting expertise across Windows, macOS, mobile devices, and Microsoft 365 applications.
- Strong written and verbal communication skills, including technical documentation and user‑focused guidance.
- Experience working with ITSM platforms such as ServiceNow.
- Demonstrated ability to work independently, manage multiple priorities, and resolve complex technical issues.
Accelerators
- Experience supporting manufacturing or complex, process‑driven environments.
- Hands‑on experience with Microsoft 365 advanced support or administration, including Teams, Outlook, OneDrive, SharePoint, Exchange Online, or Microsoft 365 Apps.
- Experience with endpoint management tools such as Intune, KACE, JAMF, or similar.
- Experience creating structured documentation, training materials, and self‑service content.
ITIL Foundation or strong working knowledge of ITIL‑aligned processes (incident, request, problem, and knowledge management).
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Behavioral Competencies :
- Succeeding as One with Our Customers: Customer-focused service mindset, demonstrating empathy and professionalism while delivering a consistently positive end user experience.
- Communicate & Collaborate: Clear communication of technical issues to non-technical users, translating complexity into simple, actionable guidance and setting realistic expectations.
- Reliable Under Any Circumstance: Calm and effective under pressure, particularly during outages or production-impacting incidents, maintaining control and service quality.
- Do What You Say: Strong prioritization, ownership, and follow-through, managing multiple issues simultaneously and driving them to timely, documented resolution.
- Drive Results : Operates as a trusted, technically credible team member who adapts quickly to shifting priorities and diverse operational demands
Applicants must be legally authorized to work in the United States. This role is not eligible for immigration sponsorship now or in the future (e.g., H-1B, TN, F-1 OPT).
At Graco, you truly make a difference. Your unique talents contribute to our organizational growth and future. Not only do you make a difference, but Graco’s culture empowers employees to create their own career path. Whether you choose to advance within your current department or explore new opportunities in different divisions, you have the ability to build your future. Our managers are here to provide support and guidance as you continue to grow within your career.
Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.
Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
The base pay range for this position is listed below, exclusive of fringe benefits or other compensation. If you are hired, your final base hourly rate will be determined based on factors such as geographic location, skills, competencies, education, and/or experience. In addition to those factors, we will also consider internal equity of our current employees. Please keep in mind that the range provided is the full base salary range for the role. Hiring at or near the maximum of the range would not be typical to allow for future and continued salary growth.
$26.11 - $45.72
