Help Desk Technician I
$62,400–$72,800 year
HybridMinnetonka, Minnesota, United States
Job Summary
Provide first-level technical support for desktops, laptops, mobile devices, peripherals, printers, and basic networking issues across local and remote offices. Respond to and manage helpdesk tickets, phone calls, and in-person requests via a ticketing system, chat, and phone. Set up and configure workstations for new hires, including software installations and user data transfers. Maintain accurate IT asset inventory, participate in audits, and support onboarding and offboarding processes. Contribute to IT process improvements by creating technical documentation and knowledge base articles. Assist with MDM solutions and participate in IT projects such as system migrations and hardware refreshes. Identify recurring issues, escalate unresolved problems, and look for automation opportunities to improve response times. Maintain a clean workspace and carry equipment up to 35 lbs. This hybrid role requires three days per week in the office.
Required Qualifications
- High school diploma or equivalent
- 1-3 years of helpdesk or IT support experience in a professional environment
- Proficiency in Windows 11, MacOS, and Microsoft 365 services
- Familiarity with enterprise software ticketing systems (ServiceNow) and standard support tools
- Basic knowledge of networking concepts and troubleshooting (Wi-Fi, DNS, VPN, etc.) and an understanding of ITSM, ITIL, and ITAM frameworks
- Experience with a service desk platform (e.g. ServiceNow)
- Exposure to device management platforms such as JAMF, ManageEngine, or Microsoft Intune
- Familiarity with workflow automation, scripting (e.g., PowerShell) and process documentation
- Must be able to carry and set up equipment up to 35 lbs
- Must be available for three days per week in the office
Desired Qualifications
- Associate/Bachelors degree or relevant technical certifications (e.g. CompTIA A+, CompTIA Network+, HDI Support Center Analyst, or Microsoft certifications)
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