Full-time Help Desk Technician

The Goodman Group, LLC•Chaska, MN

20d

About The Position

The Help Desk Technician provides first-line technical support to end-users for hardware, software, and network issues. The role responds to service requests, troubleshoots problems, and escalates complex issues to higher-level IT staff when necessary. The technician helps resolve technical issues in a timely manner to minimize downtime and maintain business continuity. The position supports employees through phone, email, and a ticketing system, and assists with devices, accounts, hardware and software deployment, and documentation. It also requires following standard operating procedures, security protocols, and compliance requirements, while providing professional, customer-focused service. The role may require flexible hours as needed. It is performed in a typical office environment with prolonged desk and computer work, and may involve moving throughout the office and lifting up to 25 pounds.

Requirements

High school diploma or equivalent required.
1–2 years of experience in a help desk, desktop support, or customer service role.
Basic knowledge of Windows/Mac operating systems, Microsoft Office 365 Suite, and common business applications.
Understanding of basic networking concepts, including IP, DNS, and DHCP.
Knowledge/proficiency of Microsoft Office 365 Suite.
Strong communication and problem-solving skills.
Ability to make independent decisions and follow instructions.
Ability to work independently and manage multiple priorities.
Customer-focused mindset with patience and professionalism.
Ability to communicate effectively with supervisors, team members, prospects, residents, and families.

Nice To Haves

Associate's degree in IT or a related field.
Familiarity with ticketing systems such as ServiceNow, Zendesk, or Jira.

Responsibilities

Serve as the first point of contact for employees seeking technical assistance via phone, email, or ticketing system.
Provide support for desktops, laptops, mobile devices, printers, and other peripherals.
Troubleshoot and resolve issues related to operating systems, applications, and basic network connectivity.
Log, track, and update support requests in the ticketing system with accurate details.
Reset passwords, configure user accounts, and provide basic user administration.
Escalate unresolved or complex issues to other support technicians or IT management.
Assist with the setup and deployment of new hardware and software.
Provide excellent customer service and maintain a professional demeanor when working with staff at all levels.
Follow standard operating procedures (SOPs), security protocols, and compliance requirements.
Document solutions to common problems for knowledge base and training purposes.
Provide courteous, responsive, and quality service to residents by following the principles of the Platinum Service® program.