Helpdesk Specialist

Job Summary

We are seeking a motivated and technically skilled end-user support professional to join our team in a dynamic, hands-on role focused on both day-to-day support and meaningful capital project work. This position plays a key part in deploying and building new devices for end users, improving our provisioning processes through modern device management platforms, and enhancing workflows within our IT service management environment. The role offers a blend of direct user interaction at our walk-up XpressDesk locations and behind-the-scenes project contributions that drive real improvements for our team and the broader organization. More senior candidates will have the opportunity to contribute to incident root cause analysis and lead the implementation of new capitalizable features stemming from that work.

Responsibilities

• Deploy, build, and configure capital hardware for new and existing end users, including installation of required software and applications
• Coordinate device deployments with end users and their managers to ensure smooth onboarding and transitions
• Provide walk-up technical support at the XpressDesk location at 414 Nicollet and at our Nuclear facility
• Support end users across Windows, macOS, iOS, Android, and iPad platforms
• Contribute to capital project work including ServiceNow workflow improvements for both internal teams and end users
• Assist in improving the device provisioning process through adoption of Microsoft Intune and Autopilot
• Support expanded functionality and management of macOS devices within the environment
• Manage and resolve support tickets through the ServiceNow ticketing system in a timely and professional manner
• Perform incident root cause analysis and assist with implementation of new capitalizable features related to root cause findings (senior-level candidates)

Skills

• Proficiency with ServiceNow or a comparable IT ticketing and service management platform
• Hands-on experience with Microsoft Intune and/or JAMF for device management and provisioning
• Working knowledge of Windows OS, macOS, iOS, and Android platforms
• Experience supporting mobile devices including smartphones and tablets
• Strong interpersonal and communication skills for direct end-user interaction in a walk-up support environment
• Ability to coordinate effectively with users and managers during hardware deployment projects
• Familiarity with ITIL frameworks and best practices (nice to have)
• Analytical mindset with the ability to perform incident root cause analysis (preferred for senior candidates)

Experience

• 2–5 years of deskside, at-the-elbow, or helpdesk support experience strongly preferred
• Candidates with less than 2 years of experience will be considered if supported by relevant coursework or a related degree program
• Experience with device imaging, provisioning, and end-user hardware deployment is highly desirable
• Prior involvement in IT capital projects or process improvement initiatives is a plus

Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered
• ITIL Foundation certification is a nice to have
• Microsoft certifications related to Intune, Endpoint Management, or Modern Desktop are a plus
• JAMF certification or training is beneficial for candidates focused on macOS support

This is a fantastic opportunity to join a collaborative IT team where your contributions will have a visible and lasting impact — from the moment a new employee receives their first device to the long-term improvements that shape how our entire organization works. With exposure to modern device management technologies, meaningful capital project involvement, and a clear path for growth into more senior technical responsibilities, this role offers both variety and purpose for a driven IT professional.

Salary : $23 - $31