Level 3 Desktop Support

Desktop Support Technician

Onsite, full time, Monday through Friday at our Eagan campus. The role requires hands‑on desktop support experience. Candidates should clearly indicate any contract positions on their resume.

Responsible for delivering high‑quality desktop support services, including moves/adds/changes, to employees and select customers. This role involves installation, configuration, troubleshooting and resolution of technical issues related to workstation hardware, software and connectivity, leveraging modern device management and enterprise tools.

• Prioritize and resolve incoming service requests to ensure business continuity within defined service level agreements.
• Deploy and configure software, including modern operating systems (Windows 11, macOS), Microsoft 365, and specialized applications.
• Provide Level 3 support for hardware and software, including diagnostics and troubleshooting for: physical and virtual desktop configurations, remote workforce setups, macOS‑based hardware and software environments, mobile device management via Intune MAM.
• Document resolutions and close incidents in ITSM tools (e.g., Team Dynamix, Service Now).
• Collaborate with Desktop Engineering and IT Security to deploy standard software packages, enforce security policies and support enterprise initiatives (zero‑trust architecture, endpoint protection).
• Utilize Microsoft Intune and JAMF for device management, including configuration, compliance and application deployment across Windows and macOS devices.
• Develop and maintain Power Shell scripts to automate repetitive tasks, streamline deployments and enhance endpoint management.
• Administer and support Entra  (formerly Azure AD) for user authentication, conditional access policies and device compliance.
• Provide executive support, including setup for presentations using Microsoft Teams, Zoom and AV equipment.
• Support network‑connected printers and multifunction devices, escalating critical issues as needed.
• Contribute to and maintain the Knowledge Base, sharing solutions and best practices.
• Identify and document opportunities for process improvement and operational efficiency.
• Perform lifecycle management of workstation hardware, software and peripherals, including maintenance, upgrades and secure disposal.
• Maintain accurate asset‑tracking records and timely updates to the asset database.
• Coordinate and execute the setup, relocation and decommissioning of desktops, laptops and peripherals.
• Provide technical support and hardware/software deployment for remote offices.
• Support the Tech Hub (IT Walk‑Up) service for on‑site users, delivering in‑person troubleshooting and device assistance.
• Deliver biweekly reports to the Desktop Support Manager on service activities and outcomes.
• Perform additional duties as assigned by management, including assisting Desktop Engineering with pilot projects and system upgrades.

• Associate or technical degree in computer science, IT or related field, or relevant certifications (e.g., CompTIA A+, Microsoft 365 Certified: Endpoint Administrator Associate) and 3 years of desktop support experience in a large corporate environment, OR 5 years of experience in lieu of a degree.
• Experience with modern device management platforms such as Microsoft Intune and/or JAMF.
• Proficiency in Power Shell scripting for automation and endpoint management.
• Working knowledge of Entra  (Azure AD) for user and device management.
• Strong understanding of workstation hardware, software and networking, including Windows 11, macOS and enterprise applications.
• Excellent customer service and problem‑solving skills.
• Ability to quickly learn and adapt to new technologies and complex IT environments.
• Strong verbal and written communication; collaborate effectively with teams.
• Effective time management and organizational skills.
• Ability to lift equipment up to 50 pounds and perform physical setup tasks.
• Willingness to travel minimally (5‑10%) and work after‑hours for enterprise changes or critical implementations.
• CompTIA A+, Microsoft 365 Certified:
  Endpoint Administrator Associate, or JAMF Certified Associate certifications.
• Experience with ITIL‑based service management processes.
• Familiarity with cybersecurity frameworks and tools, such as Microsoft Defender for Endpoint or Crowd Strike.
• Advanced Power Shell scripting experience for complex automation tasks.
• Knowledge of virtual desktop infrastructure (VDI) platforms like AVD, Citrix or VMware Horizon.