Support Jobs in Minneapolis, MN

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20d ago

Help Desk Technician

Stinson LLP Minneapolis, MN

Minneapolis, MN

20d ago

$52k - $63k/yr Full time Active Directory Application Support Computer Skills

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Job Description

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

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