Desktop Support Technician

Desktop Support Technician

Onsite full time Monday through Friday at our Eagan campus. Please ensure submitted candidates have hands-on desktop support experience. Previous submissions on similar reqs, leaned heavily toward service desk backgrounds, which do not align with the technical requirements of this role. Additionally, if a candidate's experience includes contract positions, please make sure that is clearly indicated on the resume to provide proper context. Thank you for your continued partnership and attention to these details.

Desktop Support Technician, Associate

Responsible for delivering high-quality desktop support services, including moves/adds/changes, to employees and select customers. This role involves installation, configuration, troubleshooting, and resolution of technical issues related to workstation hardware, software, and connectivity, leveraging modern device management and enterprise tools. Performance is expected to align with departmental service level objectives. The Desktop Engineering team relies on this role to provide hands-on assistance with testing, deployment, and feedback to enhance enterprise-wide desktop solutions.

Your Responsibilities

• Prioritize and resolve incoming service requests to ensure business continuity within defined service level agreements.
• Deploy and configure software, including modern operating systems (Windows 11, macOS), productivity suites (Microsoft 365), and specialized applications. Provide Level 3 support for hardware and software, including diagnostics and troubleshooting for: -Physical and virtual desktop configurations -Remote workforce setups -macOS-based hardware and software environments. -Mobile device management via Intune MAM for application delivery. Document resolutions and close incidents in the ITSM tools (e.g., Team Dynamix (TDX), ServiceNow).
• Collaborate with Desktop Engineering and IT Security to deploy standard software packages, enforce security policies, and support enterprise initiatives, including zero-trust architecture and endpoint protection, while providing valuable feedback and support for testing new configurations.
• Utilize Microsoft Intune and JAMF for device management, including configuration, compliance, and application deployment across Windows and macOS devices, assisting Desktop Engineering with rollout and optimization tasks.
• Develop and maintain PowerShell scripts to automate repetitive tasks, streamline deployments, and enhance endpoint management, contributing to Desktop Engineering's automation initiatives.
• Administer and support Entra ID (formerly Azure AD) for user authentication, conditional access policies, and device compliance in desktop support contexts, supporting Desktop Engineering in maintaining secure and efficient identity management.
• Provide executive support, including setup for presentations using modern collaboration tools (e.g., Microsoft Teams, Zoom) and AV equipment.
• Support network-connected printers and multifunction devices, escalating critical issues to specialized teams as needed.
• Contribute to and maintain the Knowledge Base, sharing new solutions and best practices with the team to support Desktop Engineering's documentation efforts.
• Identify and document opportunities for process improvement and operational efficiency, providing insights to Desktop Engineering for system enhancements.
• Perform lifecycle management of workstation hardware, software, and peripherals, including maintenance, upgrades, and secure disposal.
• Maintain accurate asset-tracking records and ensure timely updates to the asset database. Coordinate and execute the setup, relocation, and decommissioning of desktops, laptops, and peripherals.
• Provide technical support and hardware/software deployment for remote offices, including district offices and clinics, with minimal local and regional travel.
• Support the Tech Hub (IT Walk-Up) service for on-site users, delivering in-person troubleshooting, device assistance, and walk-up support for hardware, software, and connectivity issues.
• Deliver biweekly reports to the Desktop Support Manager on service activities and outcomes.
• Perform additional duties as assigned by management, including assisting Desktop Engineering with pilot projects and system upgrades.

Required Skills and Experience · Associate/Technical degree in computer science, IT, or related field, or relevant certifications (e.g., CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate) and 3 years of desktop support experience in a large corporate environment, OR 5 years of relevant experience in lieu of a degree. · Experience with modern device management platforms such as Microsoft Intune and/or JAMF, with the ability to assist Desktop Engineering in deployment and testing. · Proficiency in PowerShell scripting for automation and endpoint management, with skills to support Desktop Engineering's automation and optimization goals. · Working knowledge of Entra ID (Azure AD) for user and device management, including authentication, conditional access, and compliance policies, with the ability to assist Desktop Engineering in maintaining secure identity frameworks. · Strong understanding of workstation hardware, software, and networking, including Windows 11, macOS, and enterprise applications (Microsoft 365, VPNs). · Excellent customer service and problem-solving skills; ability to resolve issues efficiently and provide actionable feedback to Desktop Engineering. · Ability to quickly learn and adapt to new technologies and complex IT environments, supporting Desktop Engineering's adoption of new tools and processes. · Strong verbal and written communication; collaborate effectively with Desktop Engineering and other teams. · Effective time management and organizational skills. · Ability to lift equipment up to 50 pounds and perform physical setup tasks. Willingness to travel minimally (5-10%) and work after-hours for enterprise changes or critical implementations.

Preferred Skills and Experience · CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate, or JAMF Certified Associate certifications. · Experience with ITIL-based service management processes. · Familiarity with cybersecurity frameworks and tools, such as Microsoft Defender for Endpoint or CrowdStrike, to assist Desktop Engineering in securing endpoints. · Advanced PowerShell scripting experience for complex automation tasks, contributing to Desktop Engineering's efficiency initiatives. · Knowledge of virtual desktop infrastructure (VDI) platforms like AVD, Citrix or VMware Horizon, with the ability to support Desktop Engineering in VDI deployments and troubleshooting