Service Desk Technician

Location: Minneapolis, Minnesota, 55415 (Onsite)

Job Type: Full time

Job Summary:

The Service Desk Technician serves as the central point of contact in a help desk environment, providing triage and level 1 technical support for computer systems, hardware, and software. This role involves analyzing and troubleshooting issues, escalating complex problems when necessary, and facilitating service requests while ensuring excellent customer service.

Key Responsibilities:

• Provide first-level technical support for computer systems, hardware, and software.
• Diagnose and troubleshoot technical issues remotely.
• Utilize internal technical systems and knowledge base for issue resolution and customer education.
• Escalate complex issues to higher-level support teams as needed.
• Document and track all service requests and resolutions.
• Ensure timely follow-up on outstanding technical issues.
• Assist in system updates, maintenance, and service improvements.
• Maintain a high level of customer service and communication.

Skills & Qualifications:

• Associates or Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience).
• Experience in a service desk or IT support role.
• Strong troubleshooting and problem-solving skills.
• Proficiency in Windows, macOS, and enterprise applications.
• Familiarity with help desk ticketing systems and remote support tools.
• Excellent communication and customer service skills.

Preferred Qualifications:

• IT certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator.
• Experience with Active Directory and network troubleshooting.
• Familiarity with enterprise IT environments and service management frameworks.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Service desk: 3 years (Preferred)
• Active Directory: 2 years (Preferred)

License/Certification:

• CompTIA A+, ITIL, or Microsoft Certified (Preferred)

Location:

• Minneapolis, MN 55415 (Required)

Ability to Commute:

• Minneapolis, MN 55415 (Required)

Work Location: In person