IT Support Specialist

Elsewhere this role might be called help desk technician, desktop support, or Tier 1/Tier 2 IT support. Whatever the title, we don’t treat it as an entry-level seat. As the first point of contact for our clients, the IT Support Specialist owns real client relationships and shapes whether clients trust us with their technology - which is less about years on a resume than about how much we hand to the person in this chair. It’s a position we expect someone to grow in, not out of., * Provide day-to-day IT support for Windows desktops, laptops, printers, peripherals, servers, and networked devices

• Troubleshoot issues across Windows 10/11, Microsoft Office, Outlook and email, VPN connectivity, and cloud services; escalate complex or systemic issues appropriately
• Manage user accounts, permissions, licensing, and devices in Microsoft 365, Entra ID, and Active Directory
• Work tickets through our help desk system and assist with backups, patching, firewalls, and Windows Server maintenance
• Document issues, resolutions, and client environments; contribute to root-cause analysis and process improvements
• Communicate clearly with clients regarding issues, resolution steps, and next actions
• Participate in on-site support and project work as needed - occasionally outside normal hours, though there is no set on-call rotation, Because this role involves access to client systems and data, finalists are subject to a background check and driving record review, conducted with your authorization and in compliance with applicable law.

We’re looking for someone who brings strong judgment, clear communication, and a genuine sense of ownership to the work. Prior IT experience is a plus, but it’s not a requirement - a genuine interest in technology and the ability to work well with people matter more. You won’t be left to figure it out alone: you’ll start by shadowing our team and learning our clients’ environments, with training and someone to ask as you take on more., * Strong interpersonal skills - this role is client-facing by phone, email, and in person

• Comfortable gathering information from clients, asking clarifying questions, and documenting issues clearly
• Genuine interest in technology and a willingness to learn new systems and tools - this matters more to us than existing technical depth, which can be taught on the job
• Strong organizational skills, ability to manage priorities, and attention to detail
• A collaborative, team-driven attitude
• Valid driver’s license and reliable transportation
• Able to perform the hands-on parts of the job: lifting and moving computer equipment (up to about 40 pounds), working under desks and in server racks, and being on your feet during on-site visits

Nice to Have

• 2+ years of professional IT support experience, ideally client-facing
• Familiarity with CRM, knowledge management, and remote monitoring and management (RMM) tools
• Relevant certifications or formal training - CompTIA A+, Network+, Microsoft 365 or Azure fundamentals, or similar
• Experience supporting small and mid-sized business networks

Pulled from the full job description

• Mileage reimbursement
• Professional development assistance
• Retirement plan
• Paid time off
• Paid holidays
• Flexible schedule, What We Offer
• 80 hours of paid time off per year
• Six paid holidays and two floating holidays per year
• Retirement savings through Minnesota Secure Choice - a payroll-deduction IRA you control, with the ability to change your contribution or opt out at any time
• Company-provided parking downtown
• Mileage reimbursement for travel to client sites
• Overtime paid at time and a half for hours over 40 in a workweek, and on-call pay if after-hours coverage is ever added
• Support for professional certifications and ongoing technical training, * Flexible schedule
• Paid time off
• Professional development assistance
• Retirement plan

Duluth Technology Systems is a growing managed IT services provider (MSP) in Duluth supporting small and mid-sized businesses across the Twin Ports and Northland - everything from day-to-day help desk work to server, network, and cloud projects. Our approach is simple: do the work properly, explain it in plain language, and keep clients for years rather than months.