Helpdesk Specialist

Platform Science•Minnetonka, MN

3d•$20 - $31•Hybrid

About The Position

At Platform Science, we’re working to connect everything that moves. Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe. Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation. We value thoughtful actions and empathy for others. We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team. About the Role We are seeking a skilled Tier 1 Help Desk Support Specialist to join our team in Minnetonka. In this hybrid role, you will serve as the primary front-line responder for our global help desk, while simultaneously supporting our local staff. You will be the face of IT for our global organization, managing the intake and resolution of support requests from around the world. Locally, you will take ownership of the Minnetonka office’s physical IT needs, including hardware provisioning and inventory management. If you are a proactive problem-solver with a strong technical background in MDM platforms, Okta, Google Workspace, and Slack, we want you on our team!

Requirements

Experience: 2–3 years of experience in a help desk, desktop support, or technical support role.
Technical Stack: Strong proficiency in Okta, Google Workspace, and Slack. Must have 1+ years hands on experience with "MDM solutions."
OS Fluency: Hands-on experience supporting multiple operating systems, including Windows, macOS, and Linux.
Hardware Expertise: Proven ability to troubleshoot PC hardware and manage physical device deployments.
Communication: Excellent verbal and written communication skills with a customer-first mindset.
Adaptability: Ability to work independently in a hybrid environment and manage global support volume alongside local onsite priorities.
Organization: Strong attention to detail, specifically regarding asset tracking and documentation.

Nice To Haves

Basic understanding of Wi-Fi troubleshooting, network configuration, and core networking concepts.
Experience with automated provisioning tools or advanced MDM scripting.

Responsibilities

Front-Line Global Support: Act as the primary point of contact for our global help desk, providing high-quality technical assistance to resolve hardware, software, and network issues for a diverse international workforce.
Onsite Local Support: Provide dedicated, hands-on technical support for staff at our Minnetonka office, ensuring onsite hardware and connectivity are functioning optimally.
Provisioning & Onboarding: Manage the full lifecycle of employee hardware, including imaging, configuring, and provisioning PCs and laptops for both local and remote new hires.
Asset & Inventory Management: Maintain an accurate and up-to-date inventory of all local IT assets, peripherals, and software licenses in the Minnetonka office.
SaaS Administration: Troubleshoot and resolve issues within Okta, Google Workspace, Slack, and other core SaaS applications.
Documentation & Tracking: Document all support requests in our ticketing system and contribute to the internal knowledge base to improve global user self-service.
Collaboration & Escalation: Act as the bridge between users and senior technical teams, escalating complex issues when necessary and collaborating with global IT teams to improve the overall user experience.