Help Desk Specialist

Job Title: Refresh Technician

Position Overview

We are seeking multiple Refresh Technicians to support device deployment and end-user technology needs across several locations. This role is responsible for delivering a seamless hardware refresh experience, supporting new hires, and maintaining inventory and device lifecycle processes. The ideal candidate will provide hands-on technical support while working both independently and collaboratively within a supportive team environment.

High-performing individuals will have opportunities to take on additional responsibilities and grow within the organization.

Locations: We are seeking candidates for the below locations

• Minneapolis, MN (2 positions)

• Denver, CO (2 positions)

• Amarillo, TX (1 position)

• Eau Claire, WI (1 position)

• Monticello, MN (1 position)

Key Responsibilities

• Deploy new devices to existing employees (hardware refresh)

• Configure and deploy devices for new hires

• Coordinate with hiring managers on new hire setup requirements

• Collect and recycle old devices, ensuring proper returns

• Provide and deploy peripherals (monitors, keyboards, etc.)

• Deliver deskside, remote, and walk-up end-user support

• Image devices (transitioning to Autopilot)

• Track and manage weekly inventory

• Follow up with users to ensure smooth hardware transition experiences

• Troubleshoot hardware, software, and connectivity issues

Day-to-Day Activities

• Manage multiple daily appointments for PC refresh deployments

• Handle ticket assignments for new hires and device setups

• Communicate with end users regarding deployment and returns

• Image and configure devices

• Provide real-time support during device deployments

• Package and ship peripherals as needed

• Perform routine inventory checks and updates

Work Environment & Team Culture

• Supportive and collaborative team environment

• Primarily independent work with ticket-based workflows

• Strong emphasis on teamwork when troubleshooting or resolving unfamiliar issues

• Focus on delivering a high-quality customer experience

Work Schedule

• Standard 8-hour workday

• Start time no later than 8:30 AM (9:00 AM at the latest)

• Team coverage operates between 7:00 AM – 4:00 PM (rotational coverage)

• Occasional local travel (after initial onboarding period)

Required Qualifications

• Experience with ticketing systems (e.g., ServiceNow)

• Familiarity with remote support tools (e.g., CyberArk or similar)

• Basic knowledge of Active Directory or Azure AD / Intune

• Experience with Windows OS and Microsoft 365 (Outlook, Excel, Teams, etc.)

Preferred Skills

• Experience with device imaging and deployment

• Exposure to Autopilot or modern device provisioning tools

• General understanding of IT support processes and troubleshooting

Soft Skills

• Strong communication skills

• Problem-solving mindset

• Ability to follow direction and prioritize tasks

• Professional and customer-focused attitude

• Team-oriented with the ability to work independently

Experience Requirements

• Minimum 2 years of end-user support experience

• Entry-level candidates (students or recent graduates) considered with relevant IT experience