Desktop Support Technician

The Desktop Support Technician provides first- and second-level support for end users across local and remote IT environments. The position focuses on troubleshooting, installing, and maintaining devices and applications while documenting work in an IT ticketing system and supporting SLAs across shifts.

Location and Schedule

Work location: Minneapolis, MN (onsite)

Job type: Full-time

Compensation

Pay: USD 20 to 23 per hour

Role Responsibilities

• Provide first- and second-level technical support for hardware, software, and application issues through phone support, remote access tools, and on-site assistance.
• Log, track, and maintain accurate documentation for incidents and service requests in the designated IT ticketing system.
• Install, configure, upgrade, and troubleshoot supported Windows operating systems, including Windows 10 and Windows 11, and the Microsoft Office 365 suite.
• Provide foundational support for macOS environments to assist Apple device users.
• Install, configure, and support enterprise applications, including Cisco Jabber and other approved software.
• Install, configure, and troubleshoot printers, desktop computers, laptops, and other authorized peripheral devices.
• Perform routine preventive maintenance on computers, laptops, and printers to support operational reliability.
• Complete remedial repairs for desktops, laptops, printers, and related peripheral equipment.
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware and software issues.
• Coordinate with third-party vendors to remediate complex audio/visual (AV) issues as required.
• Provide timely status updates to end users and stakeholders regarding open incidents and resolutions.
• Support mobile device management (MDM) for iOS and Android devices within the enterprise environment.
• Apply working knowledge of networks, servers, audio/visual systems, smart devices, and telecommunications for a broad range of IT needs.
• Perform other duties as assigned by management to support departmental and organizational objectives.

Required Skills and Experience

• Proficiency in Windows operating systems, Microsoft Active Directory, Group Policy Objects (GPOs), and Microsoft Office 365.
• Experience installing, configuring, and troubleshooting PC and laptop hardware.
• Familiarity with enterprise antivirus and endpoint protection solutions.
• Experience with helpdesk ticketing systems and IT service management practices.
• Knowledge of MDM platforms that support iOS and Android devices.
• Familiarity with enterprise encryption solutions and Windows device management via Active Directory.
• Strong analytical, problem-solving, and technical troubleshooting skills.
• Ability to manage multiple priorities, work independently, and consistently meet established SLAs.
• Excellent verbal and written communication skills, with the ability to convey technical details to non-technical audiences.
• Demonstrated commitment to high-quality customer service to internal stakeholders.
• Ability to adapt to a changing technology environment and shifting organizational priorities.
• Willingness to work outside standard business hours, including evenings and weekends, for scheduled project support or emergency response.

Minimum Qualifications

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education, training, and directly related work experience.
• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.
• CompTIA A+ certification or equivalent vendor-neutral credential (preferred).
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification (preferred).

Technologies

• Windows 10, Windows 11
• Microsoft Office 365
• macOS
• Cisco Jabber
• Microsoft Active Directory
• Group Policy Objects (GPOs)
• Helpdesk ticketing systems
• IT service management practices
• Mobile device management (MDM)
• iOS, Android
• Enterprise antivirus, endpoint protection solutions
• Enterprise encryption solutions
• Windows device management via Active Directory

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Physical Requirements and Work Environment

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May require travel to or work at multiple organizational sites or client locations.

Minimum Experience Details

• MacOS Server: 1 year (required)
• Desktop support: 3 years (required)
• Active Directory: 3 years (required)
• Computer hardware: 2 years (required)