Help Desk Technician | Flexible Hours & First-Line IT Support

The Goodman Group, LLC; Chaska (MN); On-site; USD 42,000 - 65,000; Full time

Job summary

The Goodman Group, LLC is seeking a Help Desk Technician to deliver first-line IT support for hardware, software, and network issues to staff in Minnesota. You will respond to requests, troubleshoot problems, and escalate complex cases to senior IT staff as needed.

This role emphasizes strong customer service, clear communication, and reliable incident logging in our ticketing system. Familiarity with Windows/Mac, Office 365, and basic networking will help you succeed.

Qualifications

• High school diploma or equivalent required; associate's degree in IT or related field preferred.
• 1-2 years of experience in a help desk, desktop support, or customer service role.
• Basic knowledge of Windows/Mac operating systems and Microsoft Office 365 Suite.
• Familiarity with ticketing systems such as ServiceNow, Zendesk or Jira is a plus.
• Understanding of basic networking concepts (IP, DNS, DHCP).

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 all 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 SOPs, security protocols, and compliance requirements.
• Document solutions to common problems for knowledge base and training purposes.

Skills

Customer-focused

Problem-solving

Communication

Multitasking

Independence

Education

High school diploma or equivalent

Associate's degree in IT or related field preferred

Tools

Microsoft Office 365 Suite

ServiceNow

Zendesk

Jira

Job description

The Goodman Group, LLC is seeking a Help Desk Technician to deliver first-line IT support for hardware, software, and network issues to staff in Minnesota. You will respond to requests, troubleshoot problems, and escalate complex cases to senior IT staff as needed.

This role emphasizes strong customer service, clear communication, and reliable incident logging in our ticketing system. Familiarity with Windows/Mac, Office 365, and basic networking will help you succeed.