Help Desk Tier 2

About us

Antares Information Technology Services is an IT Managed Service Provider (MSP) for businesses and non-profit organizations in the Minneapolis area. We have a small team of talented IT professionals operating in our office located in Maple Grove. We are seeking to hire success-minded IT professionals who are pursuing career advancement in a robust technology environment with an investment in strong work ethic and customer service.

Our help desk policies afford the flexibility needed to allow our technicians to go the extra mile for clients and learn new skills. Help desk technicians are mandated to complete occasional field work to physically interact with clients and review technology environments of our clientele. Antares acknowledges help desk as our most important face to the client and invests to match this initiative.

Existing level 2 help desk technicians seeking an opportunity to be exposed to more opportunity to learn, better pay, less red tape and micromanagement, and a voice to cater support operations are encouraged to apply. We welcome new ideas to improve efficiency and customer service.

Shift / Hours: Available Help Desk Shift is M-H from 8am to 6pm. Paid 45-minute lunch. Occasional overtime outside shift and weekend work possible but not typical. Optional 8am to 4pm M-F and 10am to 6pm shifts also available. Schedule may vary depending on needs but will not include a third shift or weekends.

Compensation: Successful hires that complete training will receive a pay increase within the first six months. Higher compensation will be offered for applicants with at least one year of prior MSP experience.

Signing bonus of $2,000 paid after the successful completion of T2 training. Training is typically 60 days depending on availability and applicant aptitude.

Quarterly bonuses or healthcare reimbursement of $1,000 are available to qualifying employees after one quarter of employment. Employees accumulate vacation after three months and rate based on tenure. All employees are required to take one week of vacation a year. Company vehicle available for onsite work, mileage expenses for travel outside company vehicle is reimbursed at IRS rates. Performance bonuses available.

Additional pay increases are tied to service revenue to ensure all employees benefit from company growth as well as employee performance.

Applicants with prior MSP / MSSP experience will be eligible for the higher range of pay.

Advancement: As a Managed Service Provider, Antares provides exposure to a wide variety of technologies to help desk technicians to enhance experience and knowledge. Antares is a small company but still provides advancement opportunities to employees that qualify in as little as 1 to 2 years.

Applicants with some project and field experience will be considered with higher priority as it is the intention to advance this position in the next 12 to 18 months to T3 support and projects.

Job Responsibilities:

• Help Desk Level 1 & 2 phone and email support
• User software, Microsoft 365, and cloud support
• Hardware and L1/2 network support
• UPS Support
• System audits
• Managing own support tickets
• Some KBA / user knowledge documentation
• Provide training and guidance to T1 technicians

Required IT Knowledge Areas (applicants tested): Applicants should be career focused on system or network administration. Applicants with other technology disciplines indicated on a resume should indicate dedication to system management to be considered for the open position.

• Demonstrated ability to build a computer without assistance
• Demonstrated knowledge of Windows 11 desktop operating systems and resolving intermediate to challenging operating system issues including BSODs
• Demonstrated knowledge of Microsoft Office 365: Excel, Word, and Outlook
• Demonstrated knowledge of Apple iOS and Android mobile OS email and application management
• Demonstrated knowledge of Microsoft 365 email and user management
• Demonstrated knowledge of Microsoft Group Policy
• Demonstrated knowledge of Apple OS desktop operating systems
• Knowledge of TCP/IP networking including subnetting, DNS, DHCP
• Knowledge of VoIP systems and general troubleshooting
• Knowledge of Acronis or other desktop imaging software
• Knowledge of network hardware such as firewalls, switches, routers and modems; how they are used
• Knowledge of Microsoft Server 2016 and newer operating systems
• Knowledge of general client software operations and basic troubleshooting
• General understanding of Microsoft Hyper-V virtual server software
• General understanding of audio / video and CCTV systems, basic troubleshooting

Required Attributes:

• Works as a team player with others to learn new skills and get work completed
• Effectively communicates with clients and other team members
• Completes most high priority tasks each day, leaves work on time
• Ability to handle occasional high levels of stress
• Takes responsibility for assigned work and sees it to completion
• Able to initiate work independently and see to completion with minimal guidance
• Strive to do what is needed to satisfy clients
• Ability to work in a small team environment of professionals
• Excellent problem-solving skills
• Fast learner and eager to learn new skills
• Ability to multitask on up to 5 assignments / support tickets at a time
• Strong organizational skills; email inbox is organized, take notes during training and meetings

Other Requirements:

• Reliable transportation to and from work
• Mobile phone with email access (not provided)

Required Experience and Education:

• College degree in a system or network administration, business, or communications study concentration AND help desk experience total of 2 years (24 months) or more OR
• High School / GED AND help desk experience total of 3 years (36 months) or more.
• Applicants with at least 1 year of MSP experience will be paid higher

Training: Antares will provide structured logistics and internal platform training in the first eight weeks of hire (length may vary). Technical training will not be provided in required knowledge IT items. New hires will need to demonstrate ability during training and before work is assigned. A training guide will be provided the first day and is the responsibility of the new hire to complete and sign off to be eligible for benefits, pay, and promotional opportunities. Applicants that cannot complete training in the timeline provided will be terminated. Training is about two to three months to completion, depending on qualifications and aptitude.

Application Process: Antares respects its applicants and their time. Applicants that do not meet standards at any step will no longer be considered and no further communication will be made, unless the applicant requests an update or asks questions. All communications to answer applicant questions or arrange for the next step of the application process will be returned within 2 business days. The hiring process outlined below can be completed in about 7 business days before a formal offer is made, depending on applicant responses, schedule, and workload. If included, please complete the Indeed Assessments prior to the phone interview to increase odds of selection.

• Applicants should submit resume and complete Indeed Assessments if qualified for the position - a cover letter is optional to address missing qualifications or additional consideration
• Applicants will receive notification via email within 2 business days of submission on job board if considered for position
• A written self-evaluation will be provided
• A phone interview of 15 minutes will be offered providing the outcome of the self-evaluation
• A 1.5 hour office interview will be offered to evaluate soft and hard skillsets providing the outcome of the self-evaluation and phone interview.
• A position will be offered at the conclusion of the interview process for successful candidates.

Applicants may ask any question or status of their application via Indeed communication or email at jobs@antares.pro.

Application Recommendations to Ensure Consideration:

• Applicants should have completed the Indeed Assessments within the past 12 months to be further considered after the phone interview
• Applicants with a commute of more than 30 minutes will need to include notes in the cover letter to address relocation or transportation concerns - if missing, application will be rejected
• Overqualified applicants should include notes in a cover letter to address job and salary requirements to be considered
• Applicants with a background other than networking or system administration should specify career goals in a cover letter for serious consideration
• All applicant responses to Antares' requests must be received within 48 hours, we will do the same
• Applicants utilizing Indeed's resume builder should confirm all details including skillsets
• Spelling, grammar, and properly formatted resumes matter
• Intent to negotiate compensation should be identified during the phone interview

We look forward to working with you!

Job Type: Full-time

Pay: $57,000.00 - $62,000.00 per year

Benefits:

• Health savings account
• Paid time off
• Professional development assistance

Experience level:

• 2 years

Schedule:

• Day shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 2 years (Required)

Language:

• English (Required)

License/Certification:

• CompTIA Network (Preferred)
• Cisco CCST or CCNA (Preferred)
• Driver's License (Required)

Ability to Commute:

• Maple Grove, MN 55369 (Required)

Ability to Relocate:

• Maple Grove, MN 55369: Relocate before starting work (Required)

Work Location: In person