Job Title: Help Desk Analyst II
Are you looking to take your IT career to the next level and provide advanced, technical support to a Minnesota Star Tribune Top 200 Workplace? Scipi Companies might have the role just for you!
Company Intro:
Scipi is the parent company to North Central, Sunburst Memorials and Parts Midwest. Scipi has been 100% employee owned since 2014 and is one of the oldest ESOPs in the state of Minnesota. Scipi is comprised of a shared services team for HR, IT, Marketing, and Accounting for our 3 companies. Our Mission Statement is: We make a difference in the lives we touch.
This position will serve multiple location throughout central MN but will be officed at our Sunburst Memorials Headquarters in St. Cloud, also known as the Granite City, is home to several parks and attractions highlighting our granite mining history. For example, Quarry Park and Nature Preserve is a 683 acre preserve with 20 former granite quarries and is a great place to swim, scuba, fish, climb, or admire.
Position Description:
As a Help Desk Analyst II, you will play a crucial role in supporting end users across multiple locations by resolving complex technical issues and serving as the primary escalation resource for our Help Desk Analyst I team. This position is ideal for someone who thrives on problem-solving, values collaboration, and is passionate about improving systems as well as the overall user experience!
This position has an hourly wage range of $29 - $35 per hour
This position is eligible for an annual, discretionary bonus
The position will remain open until filled with resume review ongoing
Essential Functions
- Advance IT Support & Resolution: provide advanced technical support by diagnosing complex issues, determining root causes across systems, and managing the full incident lifecycle from intake through resolution and follow-up
- Tier II Escalation Support: acts as a Tier II escalation resource, mentoring Tier I staff and providing guidance on technical troubleshooting and service procedures
- Incident Documentation & Reporting: maintain accurate incident records and develop knowledge base documentation to support efficient issue resolution and knowledge sharing
- Help Desk Analytics & Optimization: analyze Help Desk metrics to identify trends and implement process improvements that enhance service quality and reduce incident volume
- Systems & Hardware Support: install and configure hardware and software, support system upgrades, and collaborate with cross-functional IT teams to resolve complex technical issues
- User Support Services: deliver user training, develop instructional materials, and provide onsite technical support across multiple locations as needed
Top Benefits or Perks:
As a team member at Scipi, you’ll enjoy:
- A path to ownership in the company through our Employee Stock Ownership Plan (ESOP)
- Comprehensive benefits package, including health, vision and dental insurance and a Health Savings Account (HSA) option with a generous company contribution
- Employer paid short-term and long-term disability coverage
- Paid holidays and paid time off
- A collaborative environment where we believe that laughter and fun bond us together
Knowledge, Skills, and Abilities:
- Customer Service & Communication: deliver strong customer service with effective communication, maintaining composure under pressure while clearly translating technical concepts to non-technical users
- Systems Troubleshooting & Analysis: independently diagnose and resolve complex technical issues across devices and systems while effectively managing competing priorities
- Systems & Software Support: demonstrate proficiency in Microsoft Office, Windows environments, enterprise applications, and server administration, with working knowledge of NetSuite
- Networking & Security Tools: utilize experience with networking infrastructure and security tools, including Ubiquiti systems and endpoint detection and response solutions
- Automation & Scripting: Apply PowerShell and basic JavaScript skills to automate processes and improve system administration efficiency
- Documentation & Team Support: maintain strong organizational and documentation practices while supporting team development through mentorship and guidance
Required Experience:
- Associate’s Degree or specialized training in the IT field
- Experience supporting enterprise environments, Active Directory, MS Intune, MS 365 Admin, ticketing systems, RMM, Mobile Device Management (MDM)
- 2+ years of experience in technical support, help desk, or related IT role
- Valid Driver’s License with good driving record
Preferred Experience:
- Bachelor’s Degree in IT-related field
- Familiarity with ITIL practices or formal service management frameworks
- A foundational understanding of networking concepts is required, equivalent to CompTIA Network+ certification level
Working Conditions/Physical Requirements:
- Primarily office-based work environment with prolonged periods of sitting and computer use
- Frequent use of hands and fingers for typing, handling equipment, and operating controls
- Occasional need to climb, stoop, bend, or reach above shoulder height
- Ability to lift up to 25 lbs. frequently and up to 50 lbs. occasionally
- Occasional travel to company locations or events as needed
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or genetic information.
We provide reasonable accommodations to qualified individuals with disabilities as required by the Americans with Disabilities Act (ADA).
