Help Desk Tier 1

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 very 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 1 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-F from 10am to 6pm. Paid 45-minute lunch. Occasional voluntary overtime outside shift and weekend work possible but not typical. Occasional overtime outside shift and weekend work possible but not typical. Occasional afterhours and holiday work paid by bonus and additional PTO. Work from home one day a week after all training has been completed.

Compensation: Pay range is between $55,000 and $60,000 and vary based on knowledge and experience. 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 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 and other benefits 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 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. Successful hires will be motivated to improve skillsets through experience and promoted to T2 and T3 positions.

Job Responsibilities:

• Help Desk Level 1 phone and email support
• New user and workstation setup in AD and Entra ID environments, user management, onsite computer / user setups
• Computer hardware repair
• User software, Microsoft Office 365, and cloud support
• Assist with projects
• Manage support tickets
• KBA / user knowledge documentation

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 ability to repair laptop computer hardware
• Demonstrated knowledge of Windows 11 desktop operating systems and resolving basic to intermediate operating system issues
• 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
• Knowledge of general client software operations and basic troubleshooting
• General understanding of Apple OSX desktop operating systems

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, arrives and leaves work on time
• Ability to handle occasional high levels of stress and ask for help when needed
• 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
• Strong organizational skills; email inbox is organized, take notes during training and meetings
• Discipline to escalate to next tier on a timely basis
• Ask high level questions of T2 and T3

Other Requirements:

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

Required Experience and Education:

• College degree in a systems or network administration, business, or communications study concentration OR
• High School / GED AND help desk experience total of 6 months or more.
• Applicants with at least 1 year of MSP experience will be paid the higher scale of the pay range

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 without bonus. Training is about two to three months until 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 3 business days. The hiring process outlined below can be completed in 7 to 10 business days before a formal offer is made, depending on applicant responses and workload.

• Applicants should submit resume and complete the online IT Employment Analytical Questionnaire (10 questions) if qualified for the position - a cover letter is optional to address missing qualifications or additional consideration
• Applicants that score 90% or better on the IT Employment Analytical Questionnaire and meet the qualifications for the position will receive notification via Indeed within 2 business days of submission
• An online self-evaluation will be provided to qualified applicants to rate technical and soft skillsets
• Applicants that score well on the self-evaluations will be offered a 15-minute phone interview to discuss prior employment and several questions on how Antares can meet your needs
• A final 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.

Application Recommendations to Ensure Consideration:

• Important: Applicants with a commute of more than 30 minutes will need to include notes in the cover letter or message 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 for this or any other open position
• 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: $55,000.00 - $60,000.00 per year

Benefits:

• Health savings account
• Paid time off

Experience:

• IT support: 2 years (Required)

Language:

• English (Required)

Ability to Commute:

• Maple Grove, MN 55369 (Required)

Work Location: In person