Help Desk Technician

Stinson LLP seeks a Help Desk Technician in Minneapolis, MN (hybrid) with a salary range of USD 52,000 to 63,000 per year.

Responsibilities

• Provide courteous, efficient technical support for all business applications, including enterprise and departmental software, as well as hardware.
• Answer support calls in a constructive, informative manner.
• Keep users promptly informed on ticket status, prioritizing customer satisfaction.
• Offer remote assistance or on site desk side support as needed.
• Install, maintain, and replace technology equipment and peripherals.
• Execute remote or on site restorative actions to resolve issues using basic troubleshooting skills.
• Deliver accurate, timely, and creative solutions to computer, technical, and networking problems to sustain productivity.
• Reproduce or simulate user issues to diagnose complex problems.
• Take ownership of problems when standard procedures fail, including isolation, fixes, installations, moves, and configuration changes, until resolution.
• Identify and research issues affecting the firm’s desktop environment.
• Maintain timely, accurate issue entries in the tracking system per policies and standards.
• Document troubleshooting steps and resolutions in the knowledgebase and ticketing system per best practices.
• Create work instructions to share solutions for common challenges.
• Provide direct, routine technical support, troubleshooting, and problem resolution responses.
• Collaborate with the Help Desk team via instant messaging, email, and phone to expedite solutions.
• Be open to cross department requests beyond comfort zone.
• Follow the escalation path and obtain required approvals.
• Participate in on-call rotation.
• Perform other duties as assigned.

Requirements

• Associate's degree, technical training school completion, or equivalent work experience.
• Minimum of 1 year technical help desk experience.
• Ability to work effectively in a team with strong communication skills.
• Solid understanding of basic networking concepts, computer hardware, and software support.
• Proficient with Windows 10/11, Microsoft Office 2016/365, Mac OS, and mobile devices (Android & iPhone).

Technologies

• Windows 10/11
• Microsoft Office 2016/365
• Mac OS
• Android
• iPhone
• VMware Horizon
• VMware vSphere
• VPN
• Microsoft Endpoint Manager (formerly SCCM)
• Active Directory

Benefits

• Medical, dental, and vision health plans
• Medical savings accounts
• Firm provided Employee Assistance Program (EAP), Wellness Program, and Caregiving Support Concierge Services
• Employer-paid life insurance and AD&D
• Short- and long-term disability benefits
• Generous paid time off for holidays, vacation, bereavement, jury duty, sick time, and parental/military leave
• Work-life programs including service bonuses, back-up child, elder, and pet care, plus employee discount program

Competencies

• Strong verbal and written communication skills
• Self-motivated with excellent organization and attention to detail
• Professional, customer service oriented, deadline-driven, capable of multitasking
• Independent thinker with problem-solving ability and creative solutioning
• Team player who motivates and educates colleagues
• Regular and predictable attendance as an essential function

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel

Travel required, as necessary.

Work Environment & Physical Demands

• Standard desk position with frequent computer usage
• Shift based, full-time, with start times between 7:00 am and 10:30 am and end times between 4:30 pm and 9:00 pm
• After-hours rotating on-call shift, 9:00 pm – 7:00 am (Mon-Fri) and 24-hour support on weekends
• Potentially fast-paced environment
• Overtime may be required