Help Desk Administrator

Olsen Thielen & Co.•Roseville, MN

3d•Hybrid

About The Position

Help Desk Administrator Are you passionate about technology and helping people solve problems? Olsen Thielen & Co., Ltd., a progressive and well-established firm with a rich legacy spanning more than 100 years, is looking for a Help Desk Administrator to join our growing IT team. With offices in Roseville and Eden Prairie, Minnesota, we are committed to providing exceptional service to both our clients and employees. At Olsen Thielen, we have built our reputation on our core values of Growth, Respect, Ethics, Accountability, and Teamwork. We believe our employees are our greatest asset and are dedicated to helping them succeed through training, mentorship, and ongoing professional development. This role is an excellent opportunity for someone who is technically curious, enjoys troubleshooting, and is eager to build a long-term career in information technology.

Requirements

Minimum of an Associate's degree in Computer Science, Information Technology, or a related field OR 2+ years of related experience.
Familiarity with Windows 11 operating systems.
Working knowledge of Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, Excel, and Word.
Basic understanding of networking fundamentals, including IP addressing, DNS, DHCP, Wi-Fi, and VPN technologies.
Strong problem-solving skills and the ability to learn new technologies quickly.
Excellent written and verbal communication skills.
A customer-focused mindset with patience, professionalism, and a positive attitude.
Ability to explain technical concepts clearly to non-technical users.
Strong organizational skills and attention to detail.
A desire to learn, grow, and take on new challenges.
Authorization to work in the United States without current or future sponsorship.

Responsibilities

Provide first and second-level technical support to end users via phone, email, and in person.
Troubleshoot and resolve issues related to Windows 11 devices and Microsoft 365 applications.
Diagnose and resolve basic network connectivity issues, including Wi-Fi, VPN, IP configuration, DNS, and connectivity interruptions.
Set up, configure, and maintain user accounts, permissions, and devices.
Log, track, prioritize, and resolve support requests through the help desk ticketing system.
Escalate complex technical issues to senior IT staff or specialized support teams when appropriate.
Assist with employee onboarding and offboarding, including hardware setup and account provisioning.
Maintain documentation of common issues, resolutions, and IT procedures.
Provide basic hardware support for laptops, desktops, printers, and peripheral devices.
Maintain hardware inventory, track technology assets throughout their lifecycle, and coordinate repairs and replacements.