What are the responsibilities and job description for the Help Desk Specialist position at magnit-xcelenergy?
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