Help Desk Representative in Eden Prairie, MN at Lifetouch Inc.

Date Posted: 9/6/2018

Job Snapshot

Job Description

Job Summary 

Provide a single point of contact for end-users to receive support and maintenance within the organization’s desktop computing environment. This includes helping with installing, diagnosing, repairing, maintaining, and upgrading all Mac/PC hardware and telephone equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, telephone, chat or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. 

Primary Duties and Responsibilities

  • Performs first level technical support. This includes areas such as:
    • Corporate supported desktop and laptop hardware and software
    • Desk Phones (Analog or Digital)
    • Video Conferencing units
    • Mobile devices
    • Printers
    • Basic Exchange Online, Google Apps, O365, VPN, MFA and AD administration

  • Be point of contact for the IT Service Desk. This includes:
    • Ensuring tickets are completed or escalated in a timely manner per the Service Desk policy and SLA
    • Ensuring that all escalated or resolved tickets have complete and detailed resolution and troubleshooting comments
    • Assisting other members of the IT department in troubleshooting tickets

  • Inventory management of:
    • Hardware (PCs, Macs, other peripherals)
    • Software (License management)

  • Support and maintenance of network printers and Fax machines
    • Ensuring that Conference Rooms IT systems are maintained and in working order  


Additional Duties and Responsibilities

  • Sends IT communications as needed or indicated for high priority issues
  • Participates in after hours on-call rotation schedule
  • Performs project work or miscellaneous duties as requested or assigned 


Completion of vocational/technical training program or equivalent education or experience


 0 to 2 years in specific IT support area 

Skills/Position Requirements

  • Understanding around mobile communication devices
  • Basic technical knowledge of Windows and/or Macs
  • Must be willing to work flexible hours, if needed
  • Will be part of 24 hour on-call rotation
  • Hands-on hardware troubleshooting experience
  • Ability to conduct online research into Mac/PC issues and products as required
  • Ability to present ideas in user-friendly language
  • Ability to draft documents for users to follow
  • Self-motivated and directed with the ability to effectively prioritize and execute tasks under remote management
  • Experience working in a team-oriented, collaborative environment
  • Strong customer-service orientation

Physical Requirements (if applicable):

The physical requirements described here must be met by an employee to successfully perform the primary duties and responsibilities.

When performing the duties of this job, the employee is required to sit, stand, walk, bend, squat, climb, kneel, crawl, twist, balance, reach, use hands and fingers to perform repetitive tasks and assemble/disassemble equipment. The employee must be able to:

  • Lift and transport heavy to moderately heavy objects, such as computers and peripherals