Help Desk Technician

About the Role

Lakeshirts is seeking a proactive, customer-focused IT Help Desk Technician to join their growing IT team. This entry-level IT support role provides first-level technical support to employees, assisting with hardware, software, Microsoft 365, device, and connectivity issues. This position is ideal for individuals beginning a career in Information Technology, Technical Support, Desktop Support, or Help Desk Services.

Pay + Schedule

• Schedule: Monday-Friday | 8am-5pm
• Pay: $22.00 - $25.00 per hour, based on experience
• Location: Detroit Lakes, MN (Onsite)

Key Responsibilities

• Provide Tier 1 technical support via phone, email, ticketing system, and in person.
• Troubleshoot and resolve hardware, software, printer, workstation, laptop, mobile device, and peripheral issues; escalate advanced issues.
• Reset passwords, unlock accounts, and assist users with MFA and sign-in issues.
• Install, configure, update, and support business software and Microsoft 365 applications.
• Set up, image, and deploy workstations, laptops, and peripherals.
• Assist with employee onboarding and offboarding, including account and equipment management, and technology orientation.
• Support basic network troubleshooting, including Wi-Fi and connectivity issues.
• Recognize and report phishing and other security concerns, following company security policies.
• Maintain accurate ticket notes and contribute to the helpdesk knowledge base.
• Track and maintain inventory of IT hardware and technology assets.
• Use approved AI tools responsibly for research and documentation, without sharing confidential information.
• Travel to other company facilities as needed for on-site support, equipment installs, and IT projects.
• Participate in a rotating on-call schedule for after-hours and weekend support.
• Communicate clearly and courteously with employees of all technical skill levels.

Requirements & Tech Stack

• Windows operating systems
• Microsoft 365
• Common business applications
• AI tools (for research and documentation)

Qualifications

• Associate degree in Information Technology, Computer Science, or related field preferred.
• Previous Help Desk, Technical Support, Customer Service, or IT Support experience preferred but not required.
• Working knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Familiarity with hardware diagnostics, device imaging, and workstation deployment preferred.
• Basic understanding of networking concepts and Wi-Fi connectivity.
• Familiarity with Active Directory and Microsoft Entra ID (formerly Azure AD) preferred.
• Strong organizational skills with the ability to prioritize multiple support requests.
• Excellent written and verbal communication skills.
• Positive attitude, strong customer-service mindset, and eagerness to learn.
• Ability to work independently and collaboratively within a team environment.
• Ability to lift up to 50 lbs and work in office, warehouse, and production environments.
• Valid driver's license along with reliable transportation.

Cognitive or Mental Requirements

• Adaptability, analyzing, assessing, calculating, decision making, dependability, judgment, reading, speaking, following direction, handling multiple priorities, reasoning.

Physical Demands

• Continuously: Sit, view computer monitors, perform keyboard and mouse functions.
• Frequently: Walk, stand, reach, use hands and fingers, communicate with employees, move throughout office and production environments.
• Occasionally: Lift, carry, push, pull, bend, twist, kneel, reach above or below shoulder height, transport technology equipment and supplies weighing up to 50 pounds.