Associate IT Operations Engineer

1 Month ago • All levels • $50,000 PA - $65,000 PA

Job Summary

Job Description

The Associate IT Operations Engineer in the Service Desk team is a foundational role, ideal for newcomers to the IT field, emphasizing foundational skills like using runbooks and adhering to repeatable processes. This role provides first-line support for all IT-related issues, incidents, and service requests. Responsibilities include logging, tracking, and triaging IT requests, ensuring timely resolution, and maintaining professional communication with users and leadership. Key aspects involve providing on-site support, resolving service desk requests, building rapport with customers, and applying diagnostic utilities. Additionally, the role involves identifying supported software and hardware, performing preventive maintenance, escalating complex problems, and conducting follow-ups. This role requires productivity, timeliness, and effectiveness, even outside of regular working hours.
Must have:
  • Local to Eden Prairie, Minnesota, and able to work from the office.
  • Knowledge of Microsoft Windows and Apple MacOS products.
  • Introductory networking troubleshooting skills.
  • Good written and oral communication skills.
  • Familiarity with hardware setup and diagnostic tools.
Good to have:
  • Knowledge of Microsoft 365, Active Directory, and system administration basics.
  • Ability to identify and resolve common IT issues.
  • Highly motivated with a keen eye for detail.
  • Comfortable working in team-oriented environments.
Perks:
  • Health, dental, and vision coverage.
  • Immediate enrollment in 401(k), HSA, and FSA plans.
  • Flexible PTO policy.
  • Participation in our equity program.
  • Tuition and personal enrichment reimbursement.
  • Option to enroll in ID Theft Protection Program.

Job Details

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more

At Fortra, we’re breaking the attack chain. Ready to join us? 

 


 

The IT Operations Engineer Associate in the Service Desk team is a foundational role, making it an ideal starting point for newcomers to the IT field. This role places significant emphasis on foundational skills, particularly in utilizing runbooks and adhering to repeatable processes for effective triage and achieving first-touch resolution. The focus is on delivering crucial first-line support for all IT-related issues, incidents, and service requests. This foundational role involves logging, tracking, and efficiently triaging IT related requests and issues, ensuring timely resolution by appropriate escalation when needed.  A key aspect of this role is maintaining a professional demeanor and clear communication when engaging with both non-technical users and executive leadership.

WHAT YOU'LL DO

  • Provide on-site IT support at Fortra’s Corporate Headquarters located in Eden Prairie, Minnesota.
  • Receive, prioritize, and resolve service desk requests from end users courteously.
  • Build rapport with Service Desk customers to gather problem details effectively.
  • Apply diagnostic utilities and access resources for troubleshooting and problem resolution.
  • Identify and learn organization's supported software and hardware.
  • Perform preventive maintenance on workstations, printers, and peripherals.
  • Escalate complex problems to experienced engineers when necessary.
  • Conduct post-resolution follow-ups and develop user-friendly help sheets.
  • Demonstrate productivity, timeliness, and effectiveness in all activities, including outside of normal working hours (weekends) where required.

QUALIFICATIONS

  • Must be local to Eden Prairie, Minnesota and able to work from the office at least four days a week.
  • Knowledge of Microsoft Windows and Apple MacOS products (OS and application).
  • Introductory networking troubleshooting skills.
  • Good written and oral communication skills with a customer service orientation.
  • Familiarity with hardware setup, and basic diagnostic tools.
  • Knowledge of Microsoft 365, Active Directory and system administration basics.
  • Ability to identify and resolve common IT issues and a proactive approach to learning.
  • Highly motivated with a keen eye for details in technical tasks.
  • Comfortable working in team-oriented environments and collaborating with others.

COMPETENCIES

  • Technical Proficiency: Demonstrated ability to troubleshoot and resolve common IT issues using established runbooks, tools and systems.
  • Effective Communication: Communicates technical issues clearly, bridging the gap between technical and non-technical users.
  • Customer Service: Prioritizes end user needs, demonstrating patience and commitment to resolving their IT concerns.
  • Adherence to Procedures: Consistently follows organizational guidelines and procedures in all tasks and interactions.
  • Task Prioritization: Effectively triages tasks based on urgency, ensuring timely resolution of critical issues.

3272

At Fortra, our compensation philosophy prioritizes fair market value and internal equity, aligning with your experience and specialized skill set.  

As a full-time, exempt employee at Fortra, you’ll enjoy a comprehensive benefits package that includes:  

  • Health, dental, and vision coverage as of hire 
  • Immediate enrollment in 401(k), HSA, and FSA plans 
  • Flexible PTO policy  
  • Participation in our equity program 
  • Tuition and personal enrichment reimbursement 
  • Option to enroll in ID Theft Protection Program   

Check out some of the of the other benefits we offer that are focused on your holistic well-being and our Diversity, Equity, and Inclusion program. 
 

Compensation

$50,000 - $65,000 USD

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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About The Company

At Fortra, we’re not just responding to cyber threats but anticipating them, planting obstacles, and breaking the attack chain. Fortra is a global cybersecurity company offering advanced offensive and defensive security solutions that deliver comprehensive protection across the cyber kill chain. Armed with a team of passionate experts driven by a shared purpose, we work together to empower our clients with the tools, intelligence, and expertise to safeguard what matters most. Fortra provides equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, disability, genetic information, status as a covered veteran, age, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected characteristic.

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