JOB DESCRIPTION
POSITION DETAILS
Employment Type: Temp-to-hire with conversion to regular FTE targeted after 6 months
Location: Eden Prairie, Minnesota (On-site)
Classification: Non-exempt
Hiring Manager: Joel Brisgel, IT Helpdesk Supervisor
Pay Range: $32.69 - $40.86 per hour
Target Candidate Pay Rate: Up to $36.06 per hour
MAJOR DUTIES
To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
End-user support
Provide hands-on resolution of technical and application issues with general direction from management.
Install, configure, support, and maintain Windows and macOS devices, including Intune and Autopilot enrollment.
Configure and support mobile devices (iOS, iPadOS, Android) through Microsoft Intune; work with mobile carriers to resolve end-user issues.
Maintain user accounts and group memberships in Active Directory, Entra ID, and Microsoft 365.
Support remote access and security clients, including Cisco AnyConnect and Zscaler Client Connector.
Support Microsoft Teams, Teams Phone or Webex Calling, and collaboration hardware.
Log, track, and resolve all issues in the IT ticketing system (ManageEngine ServiceDesk Plus) within SLA; monitor and assign open tickets as required.
Site technology (Minnesota)
Serve as on-site IT lead for the Eden Prairie site and primary IT contact for local leadership and Facilities.
Provide priority, white-glove support to senior leadership based at or visiting the site, including meeting and presentation readiness.
Support conference rooms, Microsoft Teams Rooms, town hall audio/video, and customer training center events, including setup before events.
Support hot-desking workspaces, docking stations, and desk booking.
Provide on-site hands-on support for network equipment, wireless access points, and circuits under the direction of the IT Systems team (racking, patching, power cycling, cabling checks, vendor escort).
Provide first-line support for badge access and security camera systems in coordination with Facilities and IT Security.
Support network connectivity for R&D lab equipment in coordination with IT Systems and lab leadership, following change control.
Coordinate on-site visits by carriers, cabling, AV, and other technology vendors.
Receive, stage, and deploy IT equipment; onboard new Minnesota employees on-site.
Operations and process
Maintain an accurate inventory of all IT equipment at the site.
Generate purchase requisitions for end-user equipment and software.
Troubleshoot and support network printers, copiers, and label printers.
Follow IT change control and documentation practices that support FDA, MDSAP, SOX, and HIPAA compliance.
Provide reporting and communicate status to appropriate parties on a regular basis.
Contribute to IT processes, procedures, and knowledge base articles, and lead by example in following them.
Mentor and train other staff and end users where applicable.
Perform special projects as required.
ADDITIONAL JOB DUTIES
- Perform other duties as assigned by management.
QUALIFICATIONS
Minimum Education
- Associate degree in computer science or related field, or equivalent experience
Minimum Experience
- 5+ years of desktop and end-user support
Preferred Qualifications
Experience as the sole or lead on-site IT resource for a remote office
Experience in a regulated industry (medical device, life sciences, or similar)
Experience supporting conference room AV and Microsoft Teams Rooms
Experience providing executive (VIP) support
Certifications such as CompTIA A+ or Network+, ITIL Foundation, or Microsoft Endpoint Administrator (MD-102)
Competencies and Skills
To perform the job successfully, an individual should demonstrate the following competencies and skills:
Competencies
Customer Focus: Solicit and apply feedback from internal and external customers; Understand customers current and future expectations; Respond promptly to customer needs.
Partnering: Contribute to a productive and cooperative atmosphere; Show commitment to company values and team objectives.
Master Complexity: Competently handle day-to-day work challenges; Adapt to changes in the work environment; manage multiple tasks and competing demands; Change approach or method to best fit the situation.
Independent Judgment: Work effectively without on-site supervision; know when to escalate.
Verbal Communication: Speak clearly and concisely; listen carefully and seek clarification; Deliver effective results.
Written Communication: Write clearly and informatively; Create documents that are complete and accurate.
Commitment: Strive to attain quality results on time; Convey a sense of urgency and drive issues to closure; Earn a reputation for reliability and dependability.
Decisions: Make timely and sound decisions; Take risks and manage them intelligently.
Problem Solving: Proactively seek solutions; Gather and analyze information systematically; Develop alternative solutions; Think analytically and act decisively.
Diversity: Respond with sensitivity to people of diverse perspectives, ideas, backgrounds, lifestyles and ages; Foster open communication and respect for the individual.
Skills
Excellent troubleshooting and problem-solving skills
Experience working with organizations with over 250 end users.
Working knowledge of Microsoft 365, Outlook, Exchange Online, and Teams.
Solid understanding of Active Directory and Entra ID user management and group security.
Working knowledge of Microsoft Intune and Autopilot.
Networking and connectivity concepts, including the TCP/IP stack, IP subnetting, VLANs, Wi-Fi, and the OSI model.
Supporting remote users through VPN and zero trust access tools.
Ability to troubleshoot and support network printers, copiers, and label printers.
Supporting conference room audio/video and collaboration devices.
Proven ability to effectively manage high levels of activity and multiple demands simultaneously.
Requires exceptional verbal and written communication skills as well as strong presentation skills.
WORK ENVIRONMENT & PHYSICAL DEMANDS OF THE JOB
While performing the duties of this job, the employee is regularly required to stand, walk, and sit for extended periods. The employee must be able to lift and carry IT equipment up to 50 pounds and use a ladder for ceiling-mounted equipment. Occasional after-hours and weekend work is required for events, maintenance windows, and site moves. Occasional travel, up to 10%. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.