Careers

Careers (Main)

Our Impact

Impact Group is a Minneapolis Tech Support Company offering IT Consulting, Management, ERP Services, Cybersecurity, API services, and much more. Our firm focuses on High Impact Consulting for Complex IT Initiatives. We’ve been helping our clients increase business value for over 30 years. These services are designed to provide strategic IT and business planning, focused on solving IT/business problems and supporting IT/business environments.  

Benefits

Impact Group takes pride in valuing every member of our team. We offer a competitive benefits package, including options for:

  • Health and Dental Insurance
  • Vision
  • 401K with a company contribution
  • Paid Time Off
  • Company paid Short/Long Term disability and Life Insurance
  • On-site Fitness Center and Cafeteria

Company Culture

Impact Group is based in technology, but we still prioritize people. The relationships we cultivate internally receive the same level of dedication we provide to clients and partners. We maintain a comfortable environment with open communication and genuine camaraderie.

We are located on a beautiful campus with easy accessibility to 694/494/36 interchanges.

Impact Group is an Equal Opportunity Employer.

Service Desk Analyst 1

ITIL-Based Service Desk – Level 1 IT Helpdesk Position

Impact Group provides fully integrated tech support and IT consulting services, supplying a comprehensive answer to a range of business and technology needs. We support our clients’ IT environments with managed services, service desk, and security solutions. 

Due to our continued growth, Impact Group is currently hiring experienced Service Desk Analysts  to join our team based in Oakdale, MN. Your primary role will be providing technical support to clients across a variety of technologies. The right tech-savvy candidate will engage well with clients to address, troubleshoot, and resolve technical issues remotely via calls and tickets.

YOUR IMPACT:

Responsibilities

  • Answer service desk calls integrating our scripted greeting and closing. 
  • Remotely analyze and troubleshoot technical issues for hardware, software, and network issues. 
  • Accurately document information in tickets, using multiple ticketing systems. 
  • Monitor tickets, alerts, and Service Level Agreement status. 
  • Assist in creating and updating knowledge base. 
  • Work with remote control tools to access client desktops. 
  • Support clients with VPN, wireless accesses, and remote password resets. 
  • Assist and support new software deployments as needed. 
  • Regularly learn and work with emerging technologies. 
  • Provide on-call support after-hours in a scheduled rotation. 
  • Assist Level 2 and Level 3 Technicians as needed 
  • Perform on-site assistance at client locations as needed for projects, vacation coverage, etc.

Required Skills

  • 1+ year hands-on service desk experience in a fast-paced help desk environment.
  • Ability to multi-task and switch gears seamlessly. 
  • Participate as a core team member, while thriving independently.
  • Exercise excellent decision-making skills to resolve issues.
  • Excellent attendance and always on time. 
  • Ability to deliver world-class customer service with superior communication skills.
  • Experience using a ticketing system and knowledge base. 
  • Communicate and adapt to different client technical levels. 
  • Troubleshoot problems using skills and provided tools. 
  • Experience with mobile devices in a corporate environment. 
  • Understand how a networked business environment operates. 
  • Ability to troubleshoot connectivity issues for VPN, DSL, and Wireless connections
  • Technical Knowledge regarding:
    • Remote Control tools and how to use them 
    • Operating Systems: Windows 7, 8, 10 and Mac OS 
    • Hardware: PC Desktops & Laptops, printers, mobile devices, iPads 
    • Microsoft Office 2010, 2013 & 365 
    • Microsoft Exchange and Active Directory 
  • Technical school training/certifications desirable. 

To apply for the Service Desk Analyst position at Impact Group:

Please email your resume and cover letter to [email protected] with the subject line Service Desk Analyst Applicant.

Level 2 Support Analyst

ITIL-Based Level 2 Position

The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to software, hardware, and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must be reliable and have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

The Support Analyst will also perform root cause analysis and solve or escalate typical to severe problems. This person will also recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, and mobile devices. This position will require independent work, sharing information and assisting others.

  • Handle software and hardware-related requests.
  • Troubleshoot and identify root causes of software and hardware problems
  • Resolve/fix software and hardware problems
  • Document activities thoroughly, accurately and in a timely manner

Initial point of IT Support

  • Receive support tickets via phone calls/email/Service Management Tool (ServiceNow, JIRA, etc.)
  • Own, maintain and document support issues in tools such as Confluence
  • Troubleshoot to resolution or escalate issues as necessary
  • Adds, moves and changes

Educational Requirements

  • 2+-year college degree in Information Technology or equivalent experience.

Experience and Skills

  • Two to five years of hands-on experience working in an end-user desktop support role or computer operations environment required.
  • Microsoft Office– Office 365
  • Windows 10
  • SQL Experience (look up syntax details & Query language)
  • Apple Macintosh
  • Remote Desktop support
  • Active Directory and Exchange
  • Remote support for laptops/thin clients & smartphones

To apply for this position at Impact Group:

Please email your resume and cover letter to [email protected] with the subject line Level 2 IT Support Analyst Applicant.

Program / Project Manager

Responsible for leading highly complex technology programs, 3rd party integration programs, technology programs being driven by the Enterprise, and Enterprise programs being driven by Technology. Programs are complex, risky, strategic and are technical in nature.

To apply for this position at Impact Group:

Please email your resume and cover letter to [email protected] with the subject line Program / Project Manager Applicant.

ERP Management Consultant

Impact Group’s ERP Consultants have strong experience in program management, solution architecture, business and IT strategy, supply chain, packaged software implementations, business process management & design, operations re-engineering, and organizational design and change management.

To apply for this position at Impact Group:

Please email your resume and cover letter to [email protected] with the subject line ERP Management Consultant Applicant.

Level 3 Support Technician / Analyst

As a member of Managed Services, you are responsible for supporting the needs of our Managed Services Clients including email, workstations, some applications, servers, routers, firewalls, load balancers, switches and storage etc.

Responsibilities

  • Remote and On-site support including diagnostics and remediation.
  • Able to effectively prioritize, multi-task and handle the demands of multiple clients and sometimes hectic environments.
  • Possess strong organizational qualities and respect for deadlines in all aspects of work.
  • Excellent analytical skills and able to troubleshoot and resolve hardware and software issues.
  • Strong attention to detail and follow-up/follow-through skills.
  • Able to communicate effectively and in a constructive manner with management, clients, and coworkers via email and face-to-face.
  • Strong verbal and written communication skills with an emphasis on technical, computer related subject matters i.e. technical documentation, checklists, company/client communications, projects, detailed and accurate resolution descriptions
  • On call rotation to take after hour escalated calls/tickets and/or after-hours projects
  • Participate in prospective and existing client/sales meetings

Job Requirements

  • 5+ years of directly applicable IT and customer service experience.
  • 5+ years of experience working in an enterprise environment.
  • Strong experience with Cisco Networking. CCNA or CCNP certifications highly desirable.
  • Knowledge of desktop/laptop PCs, enterprise printers, and peripherals required
  • Basic knowledge of networking and cabling
  • Mac experience helpful but not required
  • Familiarity with MS Server 8/12 management/administration
  • Experience with Active Directory management
  • Familiarity with Group Policy, GPO concepts
  • Experience with O365 and Exchange Migrations
  • Familiarity with networking, networking concepts, IP addressing, switching/routing etc.
  • Very proficient with Windows 7/8/10
  • Experience troubleshooting hardware/software issues
  • Experience with desktop imaging using SCCM or other applications
  • Experience providing phone/remote and on-site support
  • Mobility/tablet/IP phone knowledge also preferred
  • Must be able to physically move IT equipment when needed
  • Familiarity with CRM software tools such as Autotask, Remote desktop
  • This position is located on-site M-F at our Oakdale location and will require flexibility to travel to client sites as needed.

To apply for this position at Impact Group:

Please email your resume and cover letter to [email protected] with the subject line Level 3 Support Analyst Applicant.