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Help Desk - Advanced

Vaco
$45.00 - $50.00 / hr
United States, Minnesota, Minneapolis
Jun 01, 2025
Role: Help Desk - Advanced
Duration: 12 Month
Location:
Minneapolis, MN

What Will You Do?
  • Respond quickly and effectively to escalated 3rd level technical issues in accordance with call center procedures.
  • Final escalation person. Must have technical expertise to effectively resolve technical issues to efficiently meet customer needs.
  • Audit records of daily data communication transactions, problems and remedial actions taken, or installation activities and follow-up accordingly with 3rd level support, as required.
  • Conduct 3rd level computer diagnostics to investigate problems.
  • Update technical manuals. Develop training materials and operating procedures in the proper use of hardware or software.
  • May research technical documents and feature lists.
  • Act as a subject matter expert and point of escalation for lower-level technicians on Windows 7; Peregrine tickets; HP Service Manager among other technology.
  • Make recommendations for hardware/software upgrades etc. which are applicable to the client technical environment/direction.
What Do You Need to Succeed?
Must-have:
  • Certification, college degree or BA in Technology, Computer Science or equivalent training.
  • 5-9 years' experience in computer customer service.
  • 5-9 years in a call center environment.
  • Hands-on experience in the troubleshooting and break/fix of applications and/or hardware.
Nice-to-have:
  • MCP (Microsoft Certified Professional).
  • MCSA (Microsoft Certified Systems Administrator).
Skills & Competencies:
  • Knowledge and experience on call center management system.
  • Expert knowledge of Windows XP/VISTA/2000 and LAN/WAN environment.
  • Familiarity with MS Office Suite, Blackberry, and MS Outlook.
  • Expert knowledge of processors, electronic equipment and computer hardware and software.
  • Expert knowledge of industry standard hardware/software
  • Hands-on experience in troubleshooting and break/fix of applications and/or hardware.
  • Expert ability to comprehend specialized technical documentation and apply knowledge to resolve technical issues.
  • Ability to write instructions and/or edit technical memos and technical operational manuals for non-technical people.
  • Ability to write scripts and/or operating instructions to assist 1st or 2nd level help desk employees with specific applications or systems.
  • Excellent interpersonal skills.
  • Ability to coach end users and help desk staff and provide constructive feedback.
  • Ability to perform light manual labor, i.e. lifting monitors or PC's
  • Superior verbal and written communication skills.
  • Ability to handle multiple concurrent calls / tasks in a fast paced environment.
  • Experienced documentation skills for a help desk environment.
  • May have occasional evening and/or weekend work; rotating on-call after hours support.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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