Tusker

National IT and technology solutions provider

Help Desk Specialist

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeDuluth, MN, USA$40k - $45k /yr

About the Job

Requirements

Must have strong written and verbal communication skills and attention to detail.
Must be able to sort through data, draw appropriate conclusions, and ensure each step of a task is completed.
Must be able to follow directions and ask questions when specific steps are not provided, with the ability to become more self-reliant.
Must maintain confidentiality and discretion.
Must be able to balance quantity of work with quality of work.
Must reliably complete tasks and follow through until issues are confirmed resolved.
Must maintain a valid driver’s license and provide personal transportation to customer sites as needed.
Must be able to take on new tasks, learn new skills, and assist others.
Must provide thorough and timely documentation and maintain a professional demeanor in customer communications.
Must understand workstations, servers, security, wireless, network infrastructure, and systems and topologies Tusker sells and services.
Must have general knowledge of the networking services industry and its products.
Must have a minimum of 1 year of computer or networking experience.
Must have a high school education or GED and post-secondary education in a field.

Responsibilities

Provide phone support to customers, including remote desktop and server support.
Monitor and perform routine server health checks for maintenance customers.
Monitor service alerts from company tools and identify and resolve issues related to those alerts.
Review, follow up on, and complete assigned activity in the ticketing system.
Monitor the service board and ensure tickets are worked within customers’ service-level agreements and promised timelines.
Track work progress to ensure open service tickets continue moving toward completion.
Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
Manage configuration changes of monitoring and management software to ensure effective customer support.
Provide and analyze reports on the health and service history of contracted customers.

Salary Range: 40000 to 45000 (Currency: USD) (Pay period: per-year-salary)

Tusker is a nationwide technology solutions and services company helping organizations solve complex IT challenges and move their businesses forward. Our expertise spans cloud infrastructure, cybersecurity, managed services, modern workplace, AI, and more. We’re a growing team that values strong relationships, fresh thinking, and doing great work—for our clients and for each other. It all comes back to a simple philosophy that guides who we are: People First. Always.

We are seeking a Help Desk Specialist to be the front-line support position dedicated to the quick response, diagnosis, and resolution of customer issues. This position will utilize a variety of tools and resources to address trouble tickets related to hardware, software, and internet-based issues. The Help Desk Specialist must have the ability to handle difficult situations, at the same time meeting the communication needs of customers and co-workers with courtesy and efficiency.

Essential Duties and Responsibilities

Provide phone support to Tusker customers, including remote desktop and server support.

Monitor and perform routine server health checks for maintenance customers.

Monitor service alerts from our various tools, identify and resolves issues related to those alerts.

Review, follow-up on and complete assigned activity in ticketing system

Monitor service board and ensure that tickets are worked within the customers’ Service Level Agreement and promised timeline.

Track the progress on work performed to ensure that open service tickets continue moving forward to completion.

Escalate repeated or unresolved service tickets to the Service/Engineering Manager.

Manage configuration changes of monitoring and management software to ensure the highest level of customer support.

Provide and analyze reports on the health and service history of contracted customers.

Competencies and Skills

Strong written and excellent verbal communication skills –attention to detail is imperative.
Must be able to sort through data to determine appropriate conclusions and ensure that every step of a task is completed.
Must be able to follow directions and ask questions where specific steps have not been given. However, the ability to grow and become more self-reliant is important.
Must be able to maintain confidentiality and discretion.
The ability to balance quantity of work with quality of work is important.
Reliability in completing tasks is imperative.
Must maintain a valid driver’s license and provide own method of transportation to customer sites as needed.
Must show a desire to take on new tasks, learn new skills and assist others.
The ability to follow though until issues are confirmed resolved is imperative.
The ability to provide thorough and timely documentation is essential.
Must maintain professional attitude and demeanor in verbal and written communication with customers.

Knowledge, Education & Experience

Must understand workstations, server, security, wireless, network infrastructure, etc. System and topologies that Tusker sells and services.

General knowledge of the Networking Service industry and products.

Minimum of 1+ years of computer /networking experience.

High School education or GED and Post-secondary education in field.

Tusker is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

We seek team members from all backgrounds to join our organization, and we encourage our employees to bring their authentic, unique, and best selves to work.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training.

Tusker makes hiring decisions based solely on qualifications, merit, and business needs at the time.

About the Company

Tusker

National IT and technology solutions provider

Tusker is a national IT and technology solutions provider formed through the consolidation of five regional firms, including ACP CreativIT, Camera Corner, Citon, Versatile, and Mindsight, backed by The Zaf Group. It serves education, healthcare, manufacturing, and government clients across the Midwest and Northeast. The company delivers cloud infrastructure, cybersecurity, modern workplace, and AI and automation solutions through advisory, professional, managed, and lifecycle services. What sets Tusker apart is pairing decades of regional expertise with national scale, a large team of specialists, and partnerships with vendors like AWS, Microsoft, and Cisco. The goal is to make technology stronger and simpler for clients through measurable outcomes and long-term partnership.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Chicago, IL
Founded: 1984

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