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?
SUMMARY OF THE ROLE
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.
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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.
Top Skills
What We Do
HelpSystems has long been known for helping organizations become more secure and autonomous. However, over the years, our customers have shared with us that it has gotten harder and harder to protect their data. As technology plays an increasingly important role in the way organizations operate, cyberthreats are evolving to become more powerful than ever before. If there's one thing we've learned from being in an industry where the only constant is change, it's that being adaptable is the best way to grow in the right direction. So we've listened to our customers' concerns, problem-solved, and delivered with impressive results. Consequently, we're a different company today — one that is tackling cybersecurity head-on.
That's why HelpSystems is now Fortra, your cybersecurity ally. We're bringing the same people-first support and best-in-class portfolio that you've come to expect from HelpSystems, only now we're unified through the mission of providing solutions to organizations' seemingly unsolvable cybersecurity problems. We offer leading solutions like data security, infrastructure protection, managed services, and threat research and intelligence. Throughout every step of our customers' journeys, our experts are determined to help increase security maturity while decreasing the operational burden that comes with it. Because our team puts the same level of care into protecting our customers' peace of mind as their precious data.
We're driven by the belief that nothing is unsolvable.
We're tenacious in our pursuit of a better future for cybersecurity.
We are Fortra.
Why Work With Us
At Fortra, we’re all about people. Employees choose to work for Fortra and experience years of career enjoyment for a number of reasons, including their respect for one another and their ability to positively impact the business trajectory and its future.
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