Information Technology Help Desk

StevenDouglas; Woodbury (MN); On-site; USD 25,000 - 33,000; Full time

Job summary

StevenDouglas is seeking a Tier 1 Help Desk Technician in Woodbury, MN, onsite Monday–Friday, 9AM–6PM. You will be the first point of contact for end users, troubleshooting basic hardware, software, and network issues, and supporting identity management with Microsoft Entra ID.

This 6-month role includes Azure basics, Windows/macOS support, and documenting incidents in a ticketing system, with escalation to Tier 2 as needed.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 0–2 years in a help desk or technical support role.
• Familiarity with Microsoft Entra ID and identity management concepts.
• Knowledge of Windows operating systems and Microsoft 365.

Responsibilities

• Serve as the first point of contact for users via phone, email, or ticketing system.
• Troubleshoot and resolve basic technical issues on desktops, laptops, mobile devices, printers, and apps.
• Manage user accounts and access in Microsoft Entra ID (Azure AD).
• Perform password resets, MFA setup, and account unlocks.
• Assist with onboarding/offboarding processes, including provisioning/deprovisioning.
• Support basic administration tasks in Microsoft Azure, e.g., monitoring resources and VM access.
• Install, configure, and maintain software and operating systems (Windows/macOS).
• Document incidents, resolutions, and processes in the ticketing system.

Skills

Problem-solving

Communication

Azure fundamentals

Windows OS

Time management

Education

High school diploma

Associate’s degree in IT or related field

Tools

ServiceNow

Jira

Zendesk

Job description

Location: Woodbury, MN (Onsite, 5 days/week -

Schedule: Monday – Friday, 9AM – 6PM

Duration: 6 months with potential to convert/extend

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: