Desktop Support

Location: St. Paul, Minnesota (Onsite)

About the role

This position provides in-person, walk-up technical support to associates. The role delivers frontline IT support for employee devices, operating systems, productivity software, and collaboration tools. The technician will triage and resolve incidents and requests, perform hands-on troubleshooting, support meeting and event A/V needs, and contribute to knowledge documentation.

Responsibilities

• Provide walk-up and scheduled in-person support for associates.
• Deliver a professional and patient customer experience.
• Explain technical issues in user-friendly language.
• Support Windows, macOS, Android, and iOS devices.
• Provide hands-on support for laptops, desktops, printers, and peripherals, including device support and asset management.
• Install, configure, and troubleshoot the Microsoft 365 Suite and other applications.
• Perform basic troubleshooting for end-user and SAP account support.
• Log, update, and document incidents and perform ticket triage in ServiceNow.
• Create and maintain Knowledge Base articles.
• Support meeting and event audio/visual needs and participate in project support.
• Coordinate with vendors for repairs and conference-room troubleshooting.

Requirements

• 1-3 years of experience providing in-person end-user technical support in a service desk or help desk environment.
• Hands-on experience supporting employee hardware and software in both Windows and macOS environments.
• Proficiency with Microsoft productivity applications.
• Experience working in a ticketing system such as ServiceNow.
• Demonstrated customer service and communication skills.
• Ability to visit both St. Paul and Eagan locations as needed.

Preferred Qualifications

• Experience with Bomgar, Nexthink/Amplify, Intune, or Jamf.
• Experience creating IT Knowledge Base content.
• Experience coordinating with third-party vendors.

Work Environment

This role involves a combination of desk-based work and hands-on troubleshooting. The position may require lifting and moving IT equipment such as laptops, monitors, and printers. This is an on-site role aligned with standard business hours.

Benefits

• Medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep, technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks for associations including CompTIA and IIBA.
• Dedicated customer service team for benefits and resources.
• Access to a certified Career Coach.