IT Support Technician

IT Support Technician

Hybrid | Plymouth, MN
Contract Opportunity
Pay: $35.00/hr- $42.00/hr

Are you passionate about technology and enjoy helping people solve technical challenges? We're seeking an IT Support Technician to join a collaborative enterprise IT team supporting employees across North America. This is an excellent opportunity for someone with strong customer service skills and a solid technical foundation who enjoys working in a fast-paced Help Desk environment.

This is a newly created position with an immediate need and strong potential for extension.

What You'll Do

As a member of the IT Support team, you'll serve as the first point of contact for employees requiring technical assistance. You'll troubleshoot hardware and software issues, support enterprise technologies, and help ensure a seamless technology experience for end users.

Key Responsibilities

• Provide first-level technical support for hardware, software, and application issues across multiple office locations.
• Respond to support requests received via phone, email, chat, walk-up, and ticketing system.
• Troubleshoot, resolve, and escalate incidents while meeting established service level agreements (SLAs).
• Document issues, resolutions, and knowledge articles within the IT service management platform.
• Support Microsoft 365 applications, Windows operating systems, and standard business software.
• Assist with laptop, desktop, peripheral, and other IT asset deployments and lifecycle management.
• Support conference room and audio/visual technology for meetings and events.
• Participate in software and hardware rollouts, upgrades, and deployment projects.
• Develop user guides, FAQs, and technical documentation for end users.
• Participate in a rotating after-hours on-call support schedule.

Required Qualifications

• At least 1 year of hands-on IT Help Desk or Technical Support experience.
• Strong customer service and communication skills with the ability to support users at all levels, including executive leadership.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
• Familiarity with Microsoft administration tools such as Exchange Online, Microsoft 365 Admin Center, and Azure.
• Excellent troubleshooting and problem-solving abilities.
• Strong documentation and organizational skills.
• Self-motivated with the ability to manage multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality and professionalism.

Preferred Qualifications

• Experience with Microsoft Intune, Windows Autopilot, or other endpoint management solutions.
• Knowledge of SCCM or similar endpoint management tools.
• Experience supporting Active Directory (users, groups, group policy).
• Experience using ServiceNow or another IT Service Management (ITSM) platform.
• Familiarity with ITIL concepts, project support, or change management processes.
• Bachelor's degree in Computer Science or a related technical discipline.

Schedule & Work Environment

• Hybrid schedule with 3-5 days onsite in Plymouth, MN.
• Monday-Friday, 7:00 AM-3:00 PM (Central Time).
• 40-hour work week.
• One-week monthly after-hours on-call rotation.
• Must be able to occasionally lift equipment weighing up to 50 pounds.

#SNIT