Help Desk Technician

This on-site Help Desk Technician position is based in Hamel, Minnesota. The role serves as the first point of contact for end users, coordinating with level 2 resources to ensure timely support and maintain system availability. Core duties include new user setup, licensing management, monitoring and maintenance, software upgrades, security profile management, and documenting processes for business continuity.

Responsibilities

• Maintain end-user devices including laptops, desktops, mobile devices, and tablets, along with software licensing and standard applications.
• Oversee corporate print services and related maintenance contracts; assist with repairs as needed.
• Administer user accounts and access in Active Directory, Exchange Admin Center, and Microsoft 365 Admin Center.
• Provide support for executive office and conference room AV systems.
• Image and update operating systems, BIOS, and application software on corporate computers as required.
• Assist with the deployment of specialized software and serve as a backup for other applications as needed.
• Maintain an up-to-date inventory of IT resources and supplies.
• Respond to user inquiries regarding network access and operation of various software programs.
• Address helpdesk tickets as assigned, communicate progress to users, and close tickets; act as co-administrator for the ticketing system.

Requirements

• Strong working knowledge of computer hardware, Windows 10 or newer, standard Microsoft 365 business applications, and related software support.
• Ability to work under pressure with a sense of urgency to resolve requests promptly, including multi-tasking and meeting deadlines.
• Effective communication with staff at all levels within the organization.
• Willingness to learn and the ability to work remotely when required.
• Excellent verbal and written communication skills.
• Disciplined work ethic and alignment with management’s mission and vision.
• Capacity to manage high work volumes, demonstrate flexibility, and adapt to change.

Technologies

• Windows 10+
• Microsoft 365 (MSO 365)
• Active Directory
• Exchange Admin Center
• Microsoft 365 Admin Center

Behavioral Competencies

• Action oriented
• Creating a service reputation
• Customer focus
• Strong problem solving
• Technical learning
• Values based

Preferred Qualifications

• Four years of general helpdesk support experience in addition to the required qualifications.
• IT-related training and certifications are preferred.
• Knowledge of the rail industry is advantageous.

Pre-Employment Requirements

• Social Security verification to match name, number, and date of birth.
• Nationwide criminal background check covering federal, state, and multi-county records; up to seven years reviewed.
• Pre-employment drug and alcohol screening; safety-sensitive positions may be subject to additional testing under policy and regulations.
• Employment verification to confirm minimum required experience.
• Education verification for post-secondary credentials at associate degree level or higher, including degrees earned and completion dates.

Working Conditions

• Office desk work involving sitting, walking, phone use, and computer use.
• Occasional lifting up to 30 pounds for equipment such as desktop computers and monitors.
• Travel is 10 percent or more, potentially including international trips.
• Work may involve variable and challenging conditions during on-site visits or inspections of railroad equipment.