IT Helpdesk Technician Job – Rochester, MN

Key Responsibilities

• Handle the full lifecycle of corporate end-user devices (Windows laptops and Android tablets).
• Act as the primary responder for incoming helpdesk tickets, phone calls, and emails.
• Troubleshoot and resolve challenges with basic software applications, connectivity, and hardware peripherals (printers, scanners).
• Manage the email moderation queue and adjust blacklists/whitelists/filters.
• Document all issues thoroughly within our ticketing system.
• Successfully resolve what you can, document progress after coaxing all needed information from the user, and efficiently escalate issues to the IT Manager.
• Provide a mix of remote support and on-site support by traveling to our regional clinics in Rochester, Byron, Austin, Faribault, and Mankato as needed.

Required Qualifications

• Minimum 1 year of dedicated customer service experience required.
• Strong fundamental knowledge of Windows 11 and Android operating systems, knowledge of MacOS and iOS a plus.
• Ability to build new skills quickly.
• Problem solving: Ideal applicant habitually solves not just the problem in front of them, but recognizes the root cause and looks for systemic solutions.

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 working in a clinic, hospital, or healthcare setting, or basic familiarity with HIPAA data privacy guidelines; experience working with an EMR/EHR would be an asset.