Service Desk Administrator II

Join our team! Our mission is BUILDING COMMUNITIES. IMPROVING LIVES. With a history spanning over 110 years, HR Green has consistently delivered on this mission, establishing ourselves as a trusted partner for our colleagues, clients, and communities alike. Each day, we work to find solutions that inspire our employees and fit our clients' needs to build trust to exceed their expectations. As a leading player in the industry, we’re proud to be ranked No. 168 on Engineering News Record’s Top 500 Design Firms list in 2025. Our unwavering dedication to cultivating an exceptional workplace environment has earned us the distinguished honor of being recognized as a Best Place to Work.

What if the next issue you solved kept an entire company running?

At HR Green, our IT team is the invisible infrastructure behind everything we build. When a project engineer can’t access their files, when a virtual desktop crashes mid-deadline, when an outage threatens a deliverable — this role is the one that makes it right. We’re looking for a Service Desk Administrator II who’s ready to own that responsibility, lead from the technical front, and raise the bar for how IT support gets delivered across our organization.

This isn’t a ticket-closing role

You’ll be the escalation point your team relies on when Tier 1 hits a wall. You’ll own the hard problems — the ones that require real diagnostic depth, cross-system thinking, and the kind of judgment that comes with experience. And beyond resolving incidents, you’ll help build a better support operation: improving processes, mentoring junior staff, and contributing to the systems that keep HR Green running.

The work is varied, the impact is immediate, and the people counting on you are doing some of the most meaningful infrastructure work in the country.

What you’ll own

• Be the go-to escalation resource for Tier 1 staff — resolving complex incidents involving persistent OS errors, advanced software conflicts, and connectivity issues that need a sharper eye
• Troubleshoot Citrix VDI and physical endpoint issues, including session performance, profile sync, and peripheral redirection
• Own IT communications during outages and scheduled maintenance — keeping the organization informed with clear, accurate updates
• Review escalated tickets to ensure they’re fully documented before ownership or further escalation
• Support SCCM imaging processes and coordinate with Application Administration on software packaging and deployments
• Manage Active Directory and Entra ID (Azure AD) — group management, Group Policy troubleshooting, authentication, and MFA issues
• Conduct detailed diagnostics and provide Infrastructure and Application teams with complete context for efficient resolution
• Identify recurring issues and contribute to problem management through fixes, process improvements, or automation
• Mentor Tier 1 staff through post-incident reviews and knowledge sharing
• Build and maintain internal knowledge base articles and SOPs to keep the team consistent and sharp
• Support office technology and assist with endpoint lifecycle management across regional locations

You might be a great fit if…

• You thrive on the hard problems that others escalate to you
• You’re as good at explaining a technical issue to a non-technical colleague as you are at fixing it
• You’re naturally drawn to improving processes, not just closing tickets
• You want a role where your work directly impacts how hundreds of people do their jobs

What you bring

• 5+ years of experience in IT support or service desk environments
• Strong background in advanced endpoint troubleshooting and escalation management
• Experience supporting Citrix or other VDI environments
• Proficiency in SCCM imaging, deployment troubleshooting, and endpoint management tools
• Solid working knowledge of Active Directory and Entra ID (Azure AD)
• Clear communicator — you can translate technical detail for any audience
• CompTIA A+ or similar certification is a plus, but not required
• Valid driver’s license and reliable transportation for occasional travel

Why HR Green

Our people are the heart of our success. We strive to create an environment where employees feel inspired, supported, and empowered to do their best work. That dedication has earned us national recognition — including ranking No. 168 on Engineering News Record’s Top 500 Design Firms list in 2025 and being named a Best Place to Work.

We’re large enough to lead impactful projects across the country but structured so you can still grow your career without waiting in line.

Not only does HR Green provide you with a place to grow, thrive, and enjoy your work, but we are also dedicated to delivering a comprehensive and multi-faceted benefits package. Visit our website for detailed total rewards information.

Compensation

$56,000.00 - $88,000.00

The expected compensation range for this position is displayed in accordance with the Minnesota Omnibus Labor and Industry Policy Bill Article 7 Section 2 and the Illinois Salary Transparency amendment to the Equal Pay Act of 2003. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The total annual compensation package may consist of a base salary and eligibility to participate, after a qualifying period, in our performance and discretionary incentive bonus program(s).

The expected compensation range for this position is displayed in accordance with the Minnesota Omnibus Labor and Industry Policy Bill Article 7 Section 2 amendment to the Equal Pay Act of 2003. The final agreed-upon compensation is based on a number of factors, including but not limited to: individual education, qualifications, skills, prior work experience, competencies, and geographic work location. The total annual compensation package may consist of a base salary and eligibility to participate, after a qualifying period, in our performance and discretionary incentive bonus program(s).

HR Green is proud to be an affirmative action/ equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other classification protected by applicable federal, state or local law.