Deskside support Location: Maple Grove/Arden Hills, MN Contract

Tech Mirrors; Arden Hills (MN); On-site; USD 42,000 - 60,000; Part time

Job summary

Tech Mirrors is seeking an IT Deskside Support specialist to provide hands-on end-user assistance in Maple Grove/Arden Hills, MN. The role covers phone, email, chat, and face-to-face support, following established procedures to resolve common issues with Windows, printers, VPN, and M365 applications.

You will document work in ServiceNow, manage asset records, assist with hardware deployments, and support executive meetings and training.

Qualifications

• Experience providing end-user IT support across multiple channels.
• Familiarity with Windows OS, printers, and basic networking essentials.
• Ability to follow documented procedures and contribute to KB updates.

Responsibilities

• Provide responsive deskside IT support to end users via phone, email, chat, remote tools, and in-person.
• Diagnose and resolve straightforward issues with computers, peripherals, printers, and Microsoft 365 add-ins.
• Use established procedures and knowledge to select solutions, validate results, and document work.
• Follow KB articles and help improve information accuracy and completeness.
• Document incidents, service requests, tasks, assets in ServiceNow and other tracking tools.
• Perform standard hardware/software installations, moves, adds, changes, upgrades, and deployments.
• Maintain real-time inventory records in ServiceNow Asset Management and track loaner devices.
• Identify recurring issues and communicate trends to senior techs or leadership.
• Collaborate with teams and escalate unresolved or security-related issues as needed.
• Contribute updates to collaboration platforms such as Teams, Viva Engage, Yammer, and SharePoint.
• Support executive meetings and business-critical events onsite or virtually; assist with demos and training.
• Assist with eBar activities and secure disposal of electronic equipment via approved vendors.
• Build quality by following security controls and asset-management standards.

Skills

End-user support

Troubleshooting

Microsoft 365

VPN basics

Tools

ServiceNow

Job description

Deskside support
Location: Maple Grove/Arden Hills, MN
Contract

KEY RESPONSIBILITIES

• Provides responsive IT support to end users through phone, email, chat, approved remote-support tools, and face-to-face interactions.
• Diagnoses and resolves defined, straightforward issues involving computers, peripherals, printers, telephony devices, operating systems, cybersecurity applications, web browsers, Microsoft 365 applications and add-ins, VPN client software, Software Center applications, and other supported business applications.
• Uses established procedures, proven troubleshooting methods, and available organizational knowledge to understand issues, select solutions from approved options, validate results, and document completed work.
• Follows established Knowledge Base articles and procedures; identifies outdated or incomplete information and contributes draft content or technical details for KB updates and new articles.
• Documents and maintains incidents, service requests, tasks, asset transactions, and assigned project activities in ServiceNow and other approved tracking tools in accordance with established standards.
• Performs standard hardware and software installations, moves, additions, changes, upgrades, and deployments using approved processes.
• Maintains accurate, real-time hardware deployment, return, and inventory records in ServiceNow Asset Management.
• Assigns, tracks, and maintains emergency loaner laptops for internal employee use in accordance with established procedures.
• Identifies recurring user issues and communicates trends or concerns to senior technicians, appropriate support teams, or leadership for further investigation.
• Collaborates with related technical teams and follows established escalation procedures for unresolved, system-level, infrastructure, application, or security-related issues.
• Contributes technical issues, service updates, and validated resolutions to approved collaboration platforms, including Microsoft Teams, Viva Engage or Yammer, and SharePoint.
• Participates in onsite, offsite, and virtual technology support for executive meetings and business-critical events under established procedures or guidance.
• Assists with technology demonstrations, orientation sessions, and employee training.
• Supports eBar activities, as applicable, by following established setup, validation, troubleshooting, and operational support procedures.
• Assists with the secure preparation and disposal of electronic equipment through approved third-party vendors and documented company processes.
• Builds quality into all aspects of work by complying with applicable quality requirements, documented procedures, cybersecurity controls, and asset-management standards.
• Performs other related duties and assignments as directed by BSC IT Leadership.