IT Helpdesk Technician

Key Responsibilities

• Hardware Fleet Lifecycle: Handle the full lifecycle of corporate end-user devices (Windows laptops and Android tablets). This includes unboxing, provisioning, deploying to users, collecting, deprovisioning, and re-prepping devices for the field.
• Tier 1 Technical Support: 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.
• Ticket Management & Escalation: 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.
• Regional Clinic Support: 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

• Customer Service: Minimum 1 year of dedicated customer service experience required. You must have a helpful, professional demeanor and the ability to communicate clearly with non-technical medical staff.
• Technical Aptitude: Strong fundamental knowledge of Windows 11 and Android operating systems, knowledge of MacOS and iOS a plus.
• Ability to build new skills quickly: Ideal applicant enjoys learning new systems and skills and acquires 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.

Travel & Vehicle Requirements:

• Must own a reliable personal vehicle for travel between clinic sites.
• Must possess and maintain a valid driver’s license and valid automotive insurance.

Physical Requirements:

• Ability to lift up to 35 lbs. occasionally (moving equipment, monitors, or bins of devices).

Preferred Qualifications:

• Endpoint Management: Prior experience with Mobile Device Management (MDM) or unified endpoint management tools (e.g., Microsoft Intune, Samsung Knox, Google Workspace, JumpCloud) is a significant plus.
• Healthcare IT: 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.