IT Help Desk Technician

The IT Helpdesk Technician serves as the primary technical support interface for all internal staff, delivering comprehensive endpoint management and technical assistance across hybrid and remote work environments. This role encompasses the deployment, configuration, and maintenance of devices through Microsoft Intune and enterprise management platforms while ensuring security compliance and optimal performance. The position requires proficient troubleshooting across multiple channels (ITSM ticketing, Teams, phone, remote tools) and expertise in supporting both on-premises infrastructure and multi-cloud environments (AWS/Azure).

This role must be located in the Minneapolis, MN area, and will work onsite in our corporate office most days, with flexibility to work from home on occasion.

ESSENTIAL FUNCTIONS:

• Serve as first-line support for IT service requests, ensuring timely resolution and SLA compliance through ITSM platforms.
• Deploy and manage enterprise endpoints using Microsoft Intune, including Autopilot provisioning, application deployment, compliance policies, and patch management.
• Administer Microsoft 365 ecosystem (Teams, SharePoint, One Drive, Exchange Online) and provide comprehensive user support.
• Configure and maintain device management through Intune for corporate laptops (Windows/macOS), tablets, and mobile devices (iOS/Android), implementing security policies and conditional access.
• Support hybrid workforce infrastructure including VPN, remote access solutions and collaboration platforms.
• Manage identity and access controls across Entra  (Azure AD).
• Implement security best practices including MFA, Zero Trust policies, and endpoint protection.
• Maintain accurate documentation, knowledge base articles, and IT asset inventory.
• Provide escalation support and collaborate with senior IT staff on complex issues.

REQUIREMENTS:

• Proficiency in Microsoft 365 administration and Azure cloud services (Entra , Exchange Online, SharePoint, Teams)
• Hands-on experience with Microsoft Intune for enterprise device management, including corporate laptop deployment and compliance
• Working knowledge of Ninja
  
  RMM and Crowd Strike endpoint protection platforms
• Experience with Power Shell and Python scripting
• Understanding of modern authentication protocols (SAML, OAuth, MFA) and Zero Trust architecture
• Familiarity with multi-cloud environments, VPN technologies, and hybrid cloud connectivity
• Ability to lift up to 50 lbs for equipment setup and desk
• Excellent communication and customer service abilities for supporting distributed teams
• Strong problem-solving skills with the ability to prioritize in fast-paced environments
• Experience with ITSM platforms (Service Now, Jira Service Management, or equivalent)
• Bachelor’s or Associate’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Preferred certifications:
  Microsoft 365 Modern Desktop Administrator Associate, AWS Cloud Practitioner, CompTIA A+, or Azure Fundamentals
• ITIL framework knowledge preferred

• Seniority level
  
  Not Applicable

• Employment type
  
  Full-time

• Job function
  
  Information Technology and Customer Service
• Industries Software Development

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