IT Service Desk Technician
On-siteGrand Forks, North Dakota, United States
Job Summary
Provide first-level technical support for hardware, software, mobile devices, printers, and business applications via phone, email, remote support, and in-person assistance. Troubleshoot and resolve a wide variety of technical issues while documenting incidents, service requests, and resolutions within the IT Service Management system. Prioritize work to meet Service Level Agreements and install, configure, and support desktops, laptops, and endpoint devices running Microsoft Windows, macOS, and Microsoft 365. Assist with user account administration, password resets, and multi-factor authentication, then create and maintain knowledge base articles to support self-service resources. Collaborate with Infrastructure and Applications teams to resolve issues and identify process improvements for efficiency. Maintain proactive communication with end users and follow company safety standards and security policies.
Required Qualifications
- Excellent verbal and written communication skills with a strong customer service mindset.
- Strong troubleshooting, analytical, and critical thinking skills.
- Ability to prioritize multiple tasks while working effectively in a fast-paced environment.
- Ability to research, learn, and apply new technologies independently.
- Strong organizational skills and attention to detail.
- Ability to work both independently and collaboratively within a team environment.
- Commitment to professionalism, accountability, and continuous improvement.
- Previous experience in an IT Service Desk, Help Desk, technical support, or customer service role.
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Experience with Microsoft 365 applications including Outlook, Teams, OneDrive, and Office.
- Experience using Active Directory, Microsoft Entra ID (Azure AD), or similar user management platforms.
- *Employment offers are contingent on drug-screen and background check.
- Relocation to Grand Forks, ND required.
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