Service Desk Engineer Location:

Fargo, ND Work Arrangement:

Primarily In Office Job Type:

Full-Time Salary:

$40,000 to $60,000 per year, based on experience Build Your IT Career with IMS Information Management Systems (IMS) is a locally owned managed IT services provider based in Fargo, North Dakota. For more than 30 years, we have helped businesses throughout North Dakota, Minnesota, and South Dakota stay productive, secure, and confident in their technology. We are looking for a Service Desk Engineer to join our team. This role is ideal for someone who already has a foundation in IT support and wants to continue developing their skills in a fast-paced managed services environment. We do not expect you to know everything on day one. Technical experience matters, but so do communication, accountability, curiosity, customer service, and the ability to work well with others. We would rather hire someone with the right attitude and a solid technical foundation who is eager to learn than someone who knows everything technically but does not align with how we serve our clients and work as a team. What You'll Do As a Service Desk Engineer, you will work directly with our business clients to troubleshoot technology issues, support users, and help maintain reliable and secure technology environments. Because IMS is a managed IT services provider, you will support a variety of businesses, industries, applications, and technology environments. No two days are exactly the same. A typical day may include helping a user with Microsoft 365, troubleshooting a computer or application issue, configuring a new workstation, resolving a printer problem, investigating network connectivity, assisting with a user onboarding or offboarding, or working alongside another engineer on a larger technology project.

Responsibilities Include:

Provide remote and onsite technical support to business clients. Troubleshoot Windows computers, business applications, printers, mobile devices, and peripherals. Support Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and user account issues. Troubleshoot common networking issues involving TCP/IP, DNS, DHCP, Wi-Fi, and VPNs. Assist with the configuration and support of business networks, wireless systems, firewalls, and other technology. Configure and deploy computers and technology for new and existing users. Assist with employee onboarding and offboarding for client organizations. Participate in technology projects, deployments, migrations, and upgrades. Maintain clear, accurate, and complete ticket notes and client documentation. Communicate with clients throughout the troubleshooting process and keep them informed of progress. Follow established processes and cybersecurity best practices when troubleshooting and implementing solutions. Work with other IMS engineers to troubleshoot and resolve more advanced technical issues. Participate in a shared after-hours on-call rotation for urgent client issues. What We're Looking For Technical knowledge is important, but how you approach your work matters just as much. We are looking for someone who: Enjoys helping people and providing exceptional customer service. Communicates clearly and professionally with both technical and nontechnical users. Takes ownership of problems and follows them through to resolution. Approaches troubleshooting logically rather than simply trying random fixes. Knows when to continue investigating and when to ask for help. Is dependable and follows through on commitments. Is organized and takes pride in accurate documentation. Is comfortable admitting when they do not know something and is willing to find the answer. Accepts feedback and looks for ways to continually improve. Approaches technology with a security-first mindset. Works well independently while also contributing to a collaborative team. Enjoys learning and working with new or unfamiliar technology. Treats clients and coworkers with patience, professionalism, and respect. Preferred Qualifications We are primarily looking for someone with a solid IT foundation rather than someone who has experience with every technology we use.

Preferred qualifications include:

1 to 3 years of professional IT support, service desk, help desk, desktop support, or network administration experience. Experience supporting Windows computers in a business environment. Familiarity with Microsoft 365. Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, and VPNs. Experience troubleshooting computer hardware, software, printers, and peripherals. Associate's or Bachelor's degree in Information Technology or a related field preferred, but not required. Technical certifications are a plus, but not required. Previous experience working for a managed IT services provider is a plus, but not required. You do not need experience with every technology we support. Relevant professional experience, education, certifications, internships, or demonstrated hands-on technical experience will all be considered. If you communicate well, think through problems, take ownership of your work, and are motivated to learn, we want to hear from you. Why Work at IMS? Working at a managed IT services provider gives you exposure to a wide variety of technologies and business environments. At IMS, you will have the opportunity to: Work with businesses across a variety of industries. Learn directly from experienced IT professionals. Gain hands-on experience with Microsoft 365, networking, cybersecurity, cloud services, servers, business applications, and other technologies. Take on increasing responsibility as your skills and experience grow. Participate in technology projects in addition to day-to-day support. Receive paid training and professional development. Build a long-term career with an established local technology company. Work as part of a small team where your contributions are visible and meaningful. Benefits We invest in our employees and their continued development.

Benefits include:

Competitive salary based on experience. Health insurance. Dental insurance. Vision insurance. Life insurance. Short-term and long-term disability insurance. 401(k) with company matching. Paid Time Off. Paid training and professional development. Career advancement opportunities. Schedule Monday through Friday. 8:00 AM to 5:00 PM. Shared rotating on-call schedule for evenings, weekends, and holidays. Work Location This position is based in our Fargo, North Dakota office. After successfully completing onboarding and initial training, occasional remote work may be approved based on business needs. This is not a fully remote position. Requirements Valid driver's license. Reliable transportation. Ability to travel locally to client locations, up to approximately 25% of the time. Ability to lift and move computer and networking equipment weighing up to 50 pounds. Must successfully pass a background check as a condition of employment. Join the IMS Team If you enjoy solving problems, helping people, learning new technology, and taking ownership of your work, we would like to hear from you. You do not need to have every answer. We are looking for someone with a strong foundation, good judgment, a positive attitude, and the desire to keep getting better. Apply today to join the IMS team and continue building your career in IT.

Pay:

$40,000.00 - $60,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Parental leave Vision insurance

Work Location:

In person