Information Technology Help Desk Technician II

ELDR; Saint Paul (MN); On-site; USD 34,000 - 48,000; Full time

Benefits offered by this job

Health and dental insurance

Training and career development

Supportive team environment

Bonus eligibility

Job summary

ELDR is seeking an experienced Help Desk Technician II to support senior housing customers and internal technical teams in the Twin Cities area. You will troubleshoot issues, escalate where needed, and coordinate with field technicians to maintain reliable technology systems for healthcare environments.

The role requires hands-on technical support experience, strong communication, and a customer-focused approach.

Qualifications

• 2+ years of help desk, desktop support, IT support, or similar technical experience.

Responsibilities

• Provide Tier 2 technical support for customer technology issues.
• Troubleshoot escalated tickets across Microsoft 365, phones, Wi‑Fi, networks, cameras, access control, nurse call, wander management, voice systems, and related technologies.
• Support remote troubleshooting with customers and field technicians.
• Review ticket notes, identify next steps, and help drive issues to resolution.
• Coordinate with vendors, manufacturers, engineers, and project teams when needed.
• Assist with user accounts, device setup, password resets, permissions, and basic system administration.
• Help document common fixes, support procedures, and escalation steps.
• Communicate professionally with senior housing staff, administrators, and internal team members.
• Ensure service tickets are updated accurately and closed out properly.

Skills

Troubleshooting

Ticket management

Customer service

Documentation

Remote support

Tools

Microsoft 365

Windows OS

Remote support tools

Job description

ELDR is looking for an experienced Help Desk Technician II to support our senior housing customers and internal technical teams.

This role is ideal for someone with hands‑on technical support experience who can troubleshoot customer issues, support escalations, coordinate with field technicians, and help maintain reliable technology systems for healthcare and senior living environments.

Location: Twin Cities / St. Paul, MN area

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Position Type: Full-Time

Pay Range: $25–$35/hour, based on experience and skill level

What you’ll be doing:

• Provide Tier 2 technical support for customer technology issues
• Troubleshoot escalated tickets involving Microsoft 365, phones, Wi‑Fi, networks, cameras, access control, nurse call, wander management, voice systems, and related technologies
• Support remote troubleshooting with customers and field technicians
• Review ticket notes, identify next steps, and help drive issues to resolution
• Coordinate with vendors, manufacturers, engineers, and project teams when needed
• Assist with user accounts, device setup, password resets, permissions, and basic system administration
• Help document common fixes, support procedures, and escalation steps
• Communicate professionally with senior housing staff, administrators, and internal team members
• Ensure service tickets are updated accurately and closed out properly

What we’re looking for:

• 2+ years of help desk, desktop support, IT support, low voltage support, or similar technical experience
• Strong troubleshooting skills across computers, networks, phones, cloud systems, and connected devices
• Experience with Microsoft 365, Windows devices, basic networking, and remote support tools
• Ability to communicate technical information clearly and professionally
• Strong documentation and ticket management skills
• Ability to prioritize support requests and manage multiple open issues
• Customer-focused mindset and professional phone/email communication
• Experience with senior housing, healthcare technology, nurse call, access control, CCTV, VoIP, or Wi‑Fi systems is a plus

Why ELDR?

ELDR provides technology solutions that support safety, communication, and daily operations for senior housing communities. This role gives you the opportunity to work with a wide range of systems while helping customers who rely on technology every day.

Benefits may include:

• Health and dental insurance
• Training and career development
• Supportive team environment
• Bonus eligibility depending on role and company performance