IT Help Desk Technician I

SmartBase Solutions is hiring an IT Help Desk Technician I in a hybrid setup based in Plymouth, MN. This is a hands-on, customer-focused role serving as the first point of contact for end-user support through phone and ticket-based requests, with occasional onsite travel in the Minneapolis/St. Paul metro area.

Role Overview

The IT Help Desk Technician I provides first-level technical support for common workplace technology issues. The position supports Microsoft 365 and account and access needs, helps with workstation setup and deployment, and resolves problems involving email, mobile devices, printers, and general end-user applications. Day-to-day work is centered on handling incoming calls, updating support tickets, and assisting users until issues are resolved.

While the role is primarily remote and office-based, it includes occasional travel to client locations for workstation deployments, employee onboarding, equipment installations, and onsite troubleshooting as needed.

Responsibilities

• Answer incoming client phone calls and provide first-level technical support.
• Create, update, and manage support tickets in the ticketing system.
• Troubleshoot common end-user issues involving Microsoft 365, email, computers, mobile devices, printers, and business applications.
• Assist users with Microsoft Outlook, Microsoft Teams, Microsoft OneDrive, and Microsoft SharePoint issues.
• Reset passwords and assist with account access requests.
• Configure and deploy laptops, desktops, monitors, docking stations, and other endpoint devices.
• Perform workstation setup and user onboarding for new hires.
• Assist with employee offboarding and account deprovisioning.
• Deliver, install, and verify equipment at client locations.
• Support iPhones, iPads, Android devices, Windows PCs, and Mac computers.
• Assist users with VPN, remote access, and Multi-Factor Authentication (MFA) issues.
• Document troubleshooting steps and maintain accurate ticket notes.
• Communicate professionally with clients regarding ticket status and resolutions.
• Identify suspicious emails and escalate potential phishing or security concerns to senior staff.
• Escalate advanced technical issues to senior technicians and engineers.
• Assist with asset management and inventory tracking.
• Follow established procedures and service standards.

Requirements

• 1+ year of experience in customer service, help desk, desktop support, retail technology support, or a similar client-facing role.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Basic knowledge of Microsoft Windows 10 and Windows 11.
• Strong verbal and written communication skills.
• Excellent customer service and interpersonal skills.
• Strong organizational and time-management abilities.
• Ability to learn new technologies and follow documented procedures.
• Valid driver’s license and reliable transportation.
• Ability to lift and transport computer equipment up to 50 pounds.

Technical Skills

• Microsoft Windows 10 and Microsoft Windows 11
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Apple macOS
• Apple iPhone and iPad Support, Android Device Support
• Microsoft Entra ID (Azure Active Directory)
• Password resets and account recovery
• Multi-Factor Authentication (MFA), including Duo MFA
• VPN and Remote Desktop Support
• Email troubleshooting
• Printer setup and troubleshooting
• Laptop and desktop deployment
• Mobile device setup and configuration
• Basic Wi-Fi and connectivity troubleshooting
• Ticketing systems and documentation
• Customer service and end-user support

Job Summary and Expectations

• Primarily answers phone calls and works support tickets while assisting end users.
• Most requests relate to Microsoft 365, account access, workstation setup, email troubleshooting, mobile devices, and general end-user support.
• Not a Systems Administrator, Network Administrator, or Engineering role.

Work Environment

• Primarily remote and office-based support.
• Typically one or more onsite visits per week for employee onboarding and workstation deployment.
• Occasional travel to client locations throughout the Minneapolis/St. Paul metropolitan area.
• Standard business hours, Monday through Friday.
• No routine server maintenance, network administration, project engineering, or after-hours on-call responsibilities.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k) with Company Match
• Paid Time Off (PTO)
• Paid Holidays
• Mileage Reimbursement for Approved Business Travel
• Professional Development Opportunities
• Health savings account
• Professional development assistance
• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance

Compensation and Location

• Base pay: $58,000.00 - $70,000.00 per year
• Job type: Full-time
• Location: Plymouth, MN (Hybrid remote)
• Work location includes the Minneapolis/St. Paul Metro Area for occasional onsite travel