IT Operations Engineer II (on-site )

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 II position within Fortra’s service desk is designed for those who have excelled in foundational IT support roles and are looking to specialize further. As a specialist, this role requires a deeper understanding of IT systems, tools, and processes. The IT Operations Engineer II is a subject matter expert in specific areas, guiding junior members while collaborating closely with the infrastructure team and other relevant departments. This position requires seamless handling of IT challenges, ensuring efficient and uninterrupted business operations.

Key to success in this role is maintaining a professional demeanor and clear communication when engaging with technical and non-technical users, as well as executive leadership.  The Eden Prairie IT Operations Engineer II is responsible to oversee the delivery of excellent IT services to the Eden Prairie office and local stakeholders.  The role will partner with IT Leadership to manage a positive IT support relationship with the Eden Prairie team and serve as a trusted partner for consideration of new technology solutions.

WHAT YOU'LL DO

• Provide on-site IT support at Fortra’s Corporate Headquarters located in Eden Prairie, Minnesota.
• Provide advanced support, log, and triage all IT-related issues, ensuring escalation for resolution and continuous improvement of documentation processes.
• Support of infrastructure systems such as DNS, SSO, VM, network, and printing services, following the standards set by IT Infrastructure Leadership. Manage Key End User Computing tools and processes, such as Endpoint Management, software deployment, ticketing, automation and security compliance, as assigned by Service Desk leadership.
• Ensure compliance in software licensing and manage constrained workstation OS/software updates , per Fortra IT standards.
• Subject Matter Expert within Service Desk, providing technical expertise and coaching for less experienced team members, as well as IT Internal Controls and Operational process development.
• Manage and troubleshoot end-user devices and applications;
• Handle account provisioning, access rights administration, workstation provisioning and lifecycle management and onboarding/offboarding processes with efficiency.
• Collaborate with cross-functional teams such as IT, Security, DevOps, and CloudOps to address complex issues and projects.
• Work closely with procurement on purchasing and evaluating vendor proposals, conducting cost/benefit analysis, and recommending effective IT solutions.
• Continuously train and conduct user orientations to ensure familiarity and effective use of IT systems and tools.

QUALIFICATIONS

• Must be local to Eden Prairie, Minnesota and able to work from the office at least four days a week.
• At least 4 years’ experience working in an enterprise IT organization, in a technical support or specialized role.
• Advanced proficiency in operating systems (Windows, macOS), office productivity suites, and specialized software applications.
• Highly proficient with Microsoft 365 admin, Microsoft Active Directory, MFA, and Azure.
• Ideally familiar with utilizing ticket management system (JIRA).
• Deep understanding of networking principles, protocols, and troubleshooting techniques.
• Expertise with remote support tools and techniques.
• Professional certifications such as CompTIA Security , Microsoft Certified: Azure Administrator Associate, or similar are highly desirable.
• Exceptional written and oral communication skills, able to collaborate with technical and non-technical stakeholders at all organizational levels.
• Outstanding customer service skills, with a history of going above and beyond.

COMPETENCIES

• Advanced Technical Proficiency: Demonstrated ability to manage and troubleshoot advanced IT-related challenges and systems, ensuring efficient and seamless operations.
• Operational Excellence: Capability to oversee the operational aspects of backend systems and endpoint management while adhering to standards and constraints set by the infrastructure team.
• Vendor Collaboration: Aptitude for partnering with procurement and vendors, making informed decisions based on cost-benefit analysis, and recommending the most effective IT solutions.
• Continuous Learning: Commitment to staying updated with the latest IT trends, tools, and best practices, ensuring the organization remains at the forefront of technological advancements.
• Team Collaboration: Proven ability to collaborate cross-functionally with teams like IT, Security, DevOps, and CloudOps, ensuring unified solutions and processes.

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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.