Desktop Support & Service Desk Technician

About the role

The Desktop Support & Service Desk Technician provides both frontline (Tier 1) and escalated (Tier 2) technical support for all end-user computing devices, systems, peripherals, and the ITS service desk. Operating primarily through the Freshservice IT Service Management (ITSM) platform, this role serves as a key point of contact for end users logging, triaging, and resolving incidents and service requests in alignment with established SLAS.

Responsibilities

• Deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, phones, and related peripherals.
• Prepare systems using standardized imaging and provisioning tools ensuring security and compliance configurations are applied.
• Serves as a primary point of contact for end users, capturing every incident and service request as a ticket in Freshservice via phone, email, the self-service portal, chat, and walk-up support.
• Triage, categorize, prioritize, and route tickets based on impact and urgency. Follows ITIL-aligned incident and request management workflows and meeting established first response and resolution SLAs.
• Maintain accurate asset inventory, build and update Freshservice knowledge base articles to enable self-service and first-contact resolution.
• Resolve common end-user issues at first contact, including password resets, account lockouts, MFA enrollment, basic connectivity, printing, and standard software and access requests.
• Escalate incidents and requests that exceed Tier 1 scope to Tier 2 or specialized teams with complete, well-documented context.
• Accept escalations from Tier 1 and perform advanced diagnosis and resolution of hardware, operating system, application, and connectivity incidents.
• Fulfill complex service requests such as device provisioning, software packaging and deployment, and account or permission changes within delegated authority.
• Investigate recurring incidents, support problem management, and coordinate with Tier 3, engineering teams, and vendors while retaining ticket ownership.
• Identify automation, self-service, and “shift-left” opportunities and convert proven resolutions into Tier 1 knowledge base content.
• Ensure seamless integration of endpoint devices with authentication systems, email, virtual platforms, conferencing tools, and business applications.
• Maintain reliable connectivity to networks, including VPN, wireless, and shared drives.
• Maintain detailed and accurate documentation of procedures, configurations, asset inventories, and technical resolutions.
• Contribute to internal knowledge bases and best practice guides.
• Provide onsite technical support at remote clinics or facilities, including setting up new locations, relocations, and events. Support remote users with secure and efficient access to organizational resources.
• Adhere to ITS security protocols and HIPAA compliance requirements. Identify and report vulnerabilities or compliance risks related to endpoint devices.
• Participate in scheduled after-hours and weekend on-call rotation to support critical issues or planned maintenance.
• Proactively identify recurring issues and recommend process or technology improvements. Stay current on industry trends, operating systems, device management technologies, and emerging tools relevant to desktop support.
• Participate in special projects or technology rollouts as assigned by ITS leadership.

Requirements

• Minimum 2 years of experience in a technical desktop support or IT field support role.
• Strong knowledge of Windows OS, Active Directory, Office 365, device imaging, endpoint management tools, and common enterprise applications.
• Familiarity with IT ticketing systems (e.g., Freshservice, ServiceNow).
• Customer-centric mindset with a focus on delivering consistent and effective support.
• Demonstrated critical thinking, problem-solving, and time management skills.
• Strong written and verbal communication skills with ability to communicate technical information to non-technical users.
• Hands-on experience providing both Tier 1 and Tier 2 end-user support in a service desk or help desk environment.
• Experience working within an ITSM platform—Freshservice strongly preferred—to log, manage, and resolve incidents and service requests and to maintain knowledge base content.
• Working knowledge of ITIL service management practices (incident, service request, problem, and change management) and SLA-driven support.

Qualifications

• CompTIA A+, Network+, Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• HDI Support Center Analyst
• ITIL® Foundation
• Experience with device imaging tools (e.g., intune, SCCM)
• Configuration management experience
• Experience administering or configuring Freshservice, including ticket queues, workflows and automations, SLAs, the service catalog, knowledge base, and reporting/dashboards.

Skills

• Technical support
• Service desk
• Incident management
• Knowledge base management
• System integration
• Security compliance
• Remote support
• Continuous improvement

Benefits

• Paid Time Off
• Medical, Dental, and Vision coverage
• Flexible Spending Accounts
• Life, AD&D, and Disability Insurance
• Pension Plan (PERA) with 7.5% employer match
• Optional 457(b) Retirement Plans
• Tuition Reimbursement
• Loan Forgiveness Eligibility – PSLF + MN state programs for qualifying roles
• Employer-Provided Certifications + Continuing Education
• Additional perks: Free On-Site Parking, Qualified Bilingual Staff Program, Employee Assistance Program, and discounts on cafeteria, scrubs, and OTC pharmacy items

Pay

The wage range for this position is $57,699.20—$81,452.80 annually.

Schedule

80 hours per two-week pay period
Monday–Friday, 7:00 a.m. – 4:00 p.m.
On-call rotation is required for one week every 15 weeks, beginning Monday evening and ending the following Monday morning
Occasional weekend work is required to support special projects and maintenance activities