Technical Help Desk III

• Expectation to be onsite everyday-potential to be hybrid once the team is fully staffed.
• Hours could be 7-4 or 8-5- can change day by day for coverage needs
• Worker is supporting C-suite team, so sense of urgency, accuracy and professionalism
• Setting up conference rooms, Outlook/MS suite, Operating system trouble shooting-will not need to know as much hardware troubleshooting-those issues are sent out.
• Team also works with Cell phones- my need to assist with App questions.
• Ticketing service through Service Now- but team will know where the team sits, so walk ups are encouraged.

Most meetings are onsite, but some will require travel up to 6 times a year (Less than a week), both domestic and potentially international (most likey to happen after direct hire)

• 30 min MS teams with Manager
• 30 minute MS Teams with additional team members

The IT Operations Analyst will support executive leadership and their staff, primarily based out of the St. Paul, MN headquarters, with flexibility to travel to local offices and off-site events. This role requires exceptional customer service skills, a high level of professionalism, and experience supporting executive-level stakeholders. The ideal candidate will bring strong communication, technical support, and analytical skills. This role involves collaborating across support teams to troubleshoot issues, gather insights, and maintain knowledge articles, all with the goal of delivering an outstanding executive support experience.

• Provide client support including software troubleshooting, hardware break/fix, installations, and in-person or remote assistance
• Support audio, video, and conferencing technologies for meetings and events
• Develop processes and knowledge base (KB) articles for common issue resolution
• Perform root-cause analysis and coordinate with support teams to implement corrective actions
• Support executive meetings, both on-site and off-site, including AV setup and troubleshooting
• Be ready to support executives and their staff
• Conduct site evaluations and risk assessments for executive and board meetings
• Support Windows, Mac OS, mobile operating systems, and general IT-related issues

• Bachelor’s degree in technical field , or high school diploma/GED with 8 years of equivalent experience
• 4 years of experience (with before mentioned Degree in Technical field)
• 1 year of experience in a technical support role
• Experience with audio/visual technology (hardware and software)
• Experience supporting Windows, Mac OS, and mobile operating systems
• Experience supporting Office 365 and similar business applications
• Experience with ticketing systems and adhering to SLAs and OLAs
• Strong customer service skills with a proactive mindset
• Excellent verbal and written communication skills
• Ability to work flexible hours, including occasional evenings and weekends
• Willingness to travel and work off-site
• Must be familiar with Copilot, Copilot Agents, Cowork, Workflow, and Claude Code.
• Strong fundamentals for using AI for process improvement and optimizing workflows with the ability to provide guidance to others to do the same

• Experience leading or mentoring a technical team
• Ability to adapt in a fast-paced, changing environment
• Strong problem-solving skills and ability to work under pressure