IT Helpdesk Technician

We are seeking an in-person, patient, organized, and reliable IT Helpdesk Technician to support our growing network of behavioral health clinics in Rochester, MN. This full-time role serves as the first point of contact for technical support requests and manages our end-user hardware fleet, including Android tablets and Windows laptops. Exceptional customer service skills are essential when working directly with clinical staff focused on patient care.

Responsibilities

• Hardware Fleet Lifecycle: Handle the full lifecycle of corporate end-user devices (Windows laptops and Android tablets), including unboxing, provisioning, deploying, collecting, deprovisioning, and re-prepping devices for the field.
• Tier 1 Technical Support: Act as the primary responder for incoming helpdesk tickets, phone calls, and emails. Troubleshoot and resolve issues with basic software applications, connectivity, and hardware peripherals (printers, scanners). Manage the email moderation queue, adjusting blacklists, whitelists, and filters.
• Ticket Management & Escalation: Document all issues thoroughly within our ticketing system. Resolve what you can, document progress after gathering necessary information from users, and escalate issues to the IT Manager as needed.
• Regional Clinic Support: Provide a mix of remote and on-site support by traveling to our regional clinics in Rochester, Byron, Austin, Faribault, and Mankato.

Requirements

• Customer Service: Minimum 1 year of dedicated customer service experience with a helpful, professional demeanor and clear communication skills for non-technical medical staff.
• Technical Aptitude: Strong fundamental knowledge of Windows 11 and Android operating systems; knowledge of macOS and iOS is a plus.
• Ability to Build New Skills Quickly: Ideal applicants enjoy learning new systems and skills rapidly.
• Problem Solving: Habitually solve not just immediate problems but identify root causes and systemic solutions.
• Travel & Vehicle Requirements: Must own a reliable personal vehicle, possess a valid driver’s license, and maintain valid automotive insurance for travel between clinic sites.
• Physical Requirements: Ability to lift up to 35 lbs. occasionally (e.g., moving equipment, monitors, or bins of devices).

Preferred Qualifications

• Prior experience with Mobile Device Management (MDM) or unified endpoint management tools (e.g., Microsoft Intune, Samsung Knox, Google Workspace, JumpCloud).
• Previous experience in a clinic, hospital, or healthcare setting, or familiarity with HIPAA data privacy guidelines; experience with an EMR/EHR is an asset.

Pay

$20.00 - $28.00 per hour with mileage reimbursement.

Benefits

• Health, Dental, and Vision Insurance
• FSA or HSA plan options
• Short-Term & Long-Term Disability (STD & LTD)
• Life Insurance, Critical Illness Insurance, Hospital Indemnity Insurance, and Accident Insurance
• Parental Leave Program
• Profit Share Program
• 401(k)
• Paid Time Off (PTO) & Holiday Pay