• Web Design
  • Bloomington, MN, USA
  • Full Time

Position Summary

Reporting to the VP of Finance and IT, ILLUME is looking for a highly motivated and self-disciplined Help Desk Technician to provide the first contact for all technical support needs for internal users.   Duties include installing and maintaining computer systems, including software and hardware to include desktops, laptops, printers and wireless devices. Interacting with staff to provide one-on-one technical assistance as needed or requested, providing training to staff on software and hardware use, determining causes of issues through evaluation, testing, and resolution.


Duties and Responsibilities

 Customer Service

  • Provide technical assistance and support for incoming help desk tickets related to computer systems, phones, software, and hardware.  Accountable for local and remote technology support via phone, email, and in-person interactions
  • Respond to customer support requests and ensure that they are resolved timely, accurately, and professionally
  • Ensure all help desk tickets are properly documented and resolutions communicated to all appropriate parties
  • Escalate situations requiring urgent attention
  • Resolve username and password issues


  • Maintain daily performance of computer systems (WAN/LAN, hardware, and software)
  • Perform routine maintenance of computer hardware and software
  • Install, modify, and repair computer hardware and software
  • Run diagnostic programs to resolve problems
  • Recommend and / or perform upgrades on systems to ensure longevity
  • Evaluate and monitor on a regular basis software, systems and databases to ensure proper installation, functionality and usage

Technology Management

  • Maintain inventory of all computers, printers and toner cartridges
  • Research and test new software and services that could provide benefit to the organization and


  • Assist employees to maximize use of networks and computing systems

 Skills & Knowledge

  • Associate's degree in information technology, computer science or related field or 2-3 years or experience in a help desk technician role
  • Knowledge and experience troubleshooting hardware, software, networks and basic operating system functionality or equivalent
  • Experience with Windows XP/7/10 in a technical support environment
  • Proficient working knowledge of all Microsoft Office products
  • Exceptional customer service and communication skills
  • Ability to communicate technical information to nontechnical employees
  • Skill in organizing resources and establishing priorities
  • Excellent customer service and communication skills
  • Strong analytical skills with the ability to solve complex technical problems
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