Senior Desktop Technician

Hollstadt Consulting; Minneapolis (MN); On-site; USD 48,000 - 66,000; Full time

Job summary

Hollstadt Consulting in Minneapolis, MN is seeking a Senior Field Technician to provide Executive Concierge Support, AV and conference room services, and advanced desktop support across the client environment. You will be a technical SME and escalation point for the Desktop Support team, ensuring high-quality service and operational excellence.

This onsite role involves JAMF Pro and Intune administration, KVM/AV systems, and building training and documentation to empower the team while

Qualifications

• Bachelor’s degree in computer science, IT, or related field, or 7 years of relevant IT experience.
• Experience in Executive Concierge and supporting C-Suite level employees.
• Proficiency in Microsoft 365, Teams, Windows 10/11, and macOS/iOS.
• Expertise in JAMF Pro and Apple device lifecycle management or other related MDM.
• Experience with AV endpoints including Poly, Pexip, and Q-SYS.

Responsibilities

• Provide executive concierge IT support and AV/Conference Room services.
• Administer Active Directory, Intune, and device management; handle licensing and ITIL docs.
• Lead enterprise IT initiatives, develop standards, and mentor junior staff.
• Manage field operations, escalations, and vendor relationships.
• Support Committee meetings and executive travels with secure, seamless tech.

Skills

Executive support

AV/Conference room

Desktop support

Active Directory

Intune

JAMF Pro

Education

Bachelor’s degree in CS or related field

Tools

Poly conferencing rooms

Pexip

Q-SYS

KVM switching

Weytec

MS Teams Rooms

Job description

Location: Onsite in Minneapolis, MN (5 days onsite)

Duration: ASAP - 12/31/2026, with likely extension

Rate: $41.37/hour W2

JOB SUMMARY

The client is seeking a highly skilled and service-oriented Senior Field Technician to provide Executive Concierge Support, Audio Visual (AV) and Conference Room Services, and advanced desktop support across the client's enterprise environment. This role serves as a technical subject matter expert (SME) and point of escalation for the Desktop Support team, ensuring high-quality service delivery and operational excellence. This role carries no formal supervisory authority, but serves as the technical leadership point for the team — providing escalation support, mentoring, and consistency of technical delivery across Client Services.

This is a high-visibility role: you’ll support client Commissioners, Executive Leadership, and the COO on a recurring cadence; support both JAMF and Intune device management and devices end to end; keep our AV and conference room systems, including KVM matrix switching - running smoothly; and build the training and documentation that enables our team.

RELATIONSHIPS

• Supervisory – Assistant Director, Client Services
• Organizational – Frequent contact with Executives, Commissioners, and internal staff
• External Business – Frequent contact with vendors, including our AV integrators and broadcast partners for installations and complex support.

JOB DUTIES

• Perform system administration tasks as required, including but not limited to administering Active Directory and Intune record maintenance, end user support for internal devices and software, system and user licensing, ITIL documentation, and cybersecurity-related tasks.
• Perform business analysis tasks for multiple internal departments as required, including but not limited to engaging with stakeholders to understand and document their end user device needs, leading hardware solution requirement conversations, and reporting requirements. Assist in defining, maintaining, and enforcing enterprise internal IT standards and documentation.
• Collaborate with internal staff and consultants to develop and support high-quality solutions and products, including dashboards, standard documentation, and support knowledge articles. Build relationships and trust with key stakeholders to understand business strategy and future needs.
• Build and leverage vendor relationships for technical support and assistance with client IT initiatives.
• Engage in enterprise-wide projects, initiatives, and strategic priorities to ensure alignment with IT and PMO roadmaps; consult with and advise stakeholders on IT needs; and promote and advocate for the use of Standard hardware solutions.
• Lead day to day operations for field team including huddles, ticket review, hardware governance, and escalation management. Support a team of Field technicians, project technicians, and desktop engineers.
• Deliver white-glove IT support to Commissioners, Executive Leadership, and senior staff.
• Manage and support personal and professional devices, ensuring secure and seamless operation.
• Maintain confidentiality and professionalism in sensitive, high-stakes environments.
• Provide initial setting up for new Committee members and new Executive-level employees.
• Support monthly Committee and Commissioner meetings, along with CEO travel and presentation support within the Twin Cities metro.

AV & Conference Room Support

• Administer and troubleshoot AV systems, including Poly conferencing rooms, Microsoft Teams Rooms, Pexip video infrastructure, and Q-SYS audio DSP/control platforms.
• Administer and troubleshoot KVM switching systems (e.g., Weytec) supporting control room and executive AV environments.
• Perform proactive maintenance, upgrades, and testing of AV and collaboration technologies.
• Coordinate with vendors and internal teams for AV installations and enhancements (installation and complex/warranty-level support is provided by our integrator partner; this role owns in-the-moment troubleshooting and day-to-day administration).
• Provides assistance for public broadcasted Committee meetings and off-site AV solution needs (Travel may be required).

Desktop & Field Support

• Provide advanced technical support for Windows, macOS, and mobile platforms across internal facilities.
• Utilize JAMF Pro (Tier 2/3 support) for Apple device management and SCCM and Microsoft Intune (Tier 1/2 support) for Windows environments; platform design and architecture are owned by the IT Engineering team.
• Lead hardware lifecycle management, imaging, deployment, and break/fix services.
• Create standard work documentation and shift left support instruction for Applicable IT Support teams.
• Perform ticket triage to identify blockers, resolve where possible, and escal…

Technical Leadership & Escalation

• Act as a technical Subject Matter Expert (SME) and escalation point for Client Services team members.
• Guide troubleshooting efforts for complex incidents and mentor junior technicians.
• Collaborate with IT leadership to define standards, improve processes, build and deliver small to medium department projects, and implement best practices.
• Onboard new client Services IT team members using standard training documentation, maintain onboarding rubric and access control profiles.

Service Desk Enablement

• Develop and maintain knowledge base articles and clear process/escalation boundaries for the vendor-managed Service Desk team.
• Deliver training on Intune device management processes to Client Services field technicians and the contracted Service Desk team.
• Enable support and access for JAMF technology stack for tier 1-2 team members.
• Maintain detailed documentation of configurations, procedures, and incident resolutions for the Client Services team.
• Creation and maintenance of support documentation for Client Services, Public Safety IT, Support Desk, and GSIT.
• Participate in cross-functional projects and contribute to strategic IT initiatives.
• Ensure compliance with the client's IT policies, security standards, and regulatory requirements.

COMPETENCIES

• Customer Focus - Building strong customer relationships and delivering customer-centric solutions
• Manages Complexity - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Decision Quality - Making good and timely decisions that keep the organization moving forward
• Resourcefulness - Securing and deploying resources effectively and efficiently
• Ensures Accountability - Consistently achieving results, even under challenging circumstances
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
• Values Differences - Recognizing the value that different perspectives and cultures bring to an organization
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences
• Persuades - Using compelling arguments to gain the support and commitment of others
• Courage - Stepping up to address difficult issues, saying what needs to be said
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Being Resilient - Rebounding from setbacks and adversity when facing difficult situations

MINIMUM REQUIREMENTS

• Bachelor’s degree in computer science, IT, or related field, or in lieu of a degree, 7 years of relevant IT, or related experience.
• Experience in Executive Concierge and supporting C-Suite level employees
• Proficiency in Microsoft 365, Teams, Windows 10/11, and macOS/iOS.
• Expertise in JAMF Pro and Apple device lifecycle management or other related Mobile Device Management
• (MDM) systems, and equivalent expertise in Microsoft Intune for Windows device management.
• Experience with Poly, Crestron, Pexip, Q-SYS, MS Teams rooms, and other AV endpoints.
• Experience with KVM matrix switching or control-room technology (e.g., Weytec, Extron, GTS, Black Box, or similar).
• Strong diagnostic and troubleshooting skills across hardware, software, and networking.
• Professional demeanor with excellent interpersonal and communication skills.
• Maintains business professional attire (suit or equivalent formal wear) when directly supporting Commissioners, Executive Leadership, or internal meetings and broadcasts.
• Strong leadership presence and ability to mentor and guide team members.
• Detail-oriented with a commitment to documentation and process improvement.
• Passion for public service and delivering exceptional technology experiences.

DESIRABLE REQUIREMENTS

• Previous experience in the aviation or construction industry.
• Demonstrated knowledge and experience with cloud-based ecosystems such as Intune, Jamf, and Azure.
• Demonstrated experience soliciting and documenting user requirements.Demonstrated ability to analyze strategic business objectives and align those objectives with technologies and solutions.
• Knowledge of Project Management processes and methodologies.
• CompTIA A+ / Network+ / Security+
• Apple Certified Support Professional (ACSP)
• AVIXA CTS (Certified Technology Specialist) - Q-SYS Level 1 - Pexip Certified Technology Expert – Level 1 Fundamentals