Information Technology Help Desk

StevenDouglas; Woodbury (MN); On-site; USD 40,000 - 55,000; Full time

Job summary

StevenDouglas is seeking a Tier 1 Help Desk Technician to provide first-level IT support for end users. The role focuses on troubleshooting hardware, software, and network issues, with emphasis on Microsoft Entra ID and basic Azure administration.

The candidate will handle password resets, MFA setup, account unlocks, and onboarding/offboarding tasks while delivering strong customer service and adhering to security policies. This is an on-site IT support position based in Minnesota.

Qualifications

• High school diploma or equivalent; Associate’s degree in IT or related field preferred.
• 0–2 years of experience in a help desk or technical support role.
• Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts.

Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system.
• Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications.
• Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory).
• Perform password resets, MFA setup, and account unlocks.
• Assist with onboarding/offboarding processes, including account provisioning and deprovisioning.
• Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, VM access, basic troubleshooting).
• Install, configure, and maintain software and operating systems (Windows/macOS).
• Document incidents, resolutions, and processes in the ticketing system.
• Escalate unresolved or complex issues to Tier 2 or senior IT staff.
• Maintain knowledge base articles and user guides.
• Follow IT policies, security standards, and compliance requirements.

Skills

Customer support

Troubleshooting

Communication

Time management

Education

Associate’s degree in IT

High school diploma or equivalent

Tools

Microsoft Entra ID

Azure fundamentals

Windows OS

Office 365

Job description

• EntraID is very important- this is Active Directory in Azure

Job Title: Help Desk Technician – Tier 1

Job Summary

The Tier 1 Help Desk Technician provides first-level technical support to end users by troubleshooting hardware, software, and network issues. This role serves as the initial point of contact for IT-related concerns and is responsible for resolving common issues, escalating complex problems, and ensuring a high level of customer satisfaction. The technician will support identity and access management using Microsoft Entra ID and assist with basic Microsoft Azure administration tasks.

Key Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system
• Troubleshoot and resolve basic technical issues related to desktops, laptops, mobile devices, printers, and applications
• Manage user accounts, permissions, and access in Microsoft Entra ID (Azure Active Directory)
• Perform password resets, MFA setup, and account unlocks
• Assist with onboarding/offboarding processes, including account provisioning and deprovisioning
• Support basic administration tasks in Microsoft Azure (e.g., monitoring resources, assisting with VM access, basic troubleshooting)
• Install, configure, and maintain software and operating systems (Windows/macOS)
• Document incidents, resolutions, and processes in the ticketing system
• Escalate unresolved or complex issues to Tier 2 or senior IT staff
• Maintain knowledge base articles and user guides
• Follow IT policies, security standards, and compliance requirements

Required Qualifications

• High school diploma or equivalent (Associate’s degree in IT or related field preferred)
• 0–2 years of experience in a help desk or technical support role
• Basic understanding of Microsoft Entra ID (Azure AD) and identity management concepts
• Familiarity with Microsoft Azure fundamentals
• Knowledge of Windows operating systems and common business applications (e.g., Microsoft 365)
• Strong problem-solving and communication skills
• Ability to prioritize tasks and manage time effectively

Preferred Qualifications

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
• Basic networking knowledge (TCP/IP, DNS, DHCP)
• Understanding of cybersecurity best practices
• Relevant certifications such as: