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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** Gurstel Law Firm P C - **Location:** Minneapolis, MN, United States - **Experience:** Starter - **Salary:** $43,680.0 - $47,840.0 - **Contract:** Permanent contract - **Skills:** Cryptographic Protocols, Information Technology Operations, Local Area Networks, Microsoft Software, Wide Area Networks, Computer Equipment, Information Technology - **Published:** September 25, 2026 - **Apply:** https://www.juju.com/job/16_38e2610d ## About the Role * Education: High School Diploma or equivalent required. * Experience: 2+ years of experience in a technical help desk or service desk environment. * Technical Proficiency: Proven experience with Microsoft products and remote user support tools. * Certifications: CompTIA A+, Network+, or Microsoft certifications are highly preferred. * Problem Solving: Strong ability to diagnose basic technical issues and differentiate between critical user "needs" and non-urgent "wants" to prioritize tasks effectively. * Communication: Exceptional written and verbal communication skills with a strong focus on customer service and follow-up. * Autonomy: Self-motivated with a proven track record of taking ownership of problems and driving them to resolution. * Industry Preference: Prior experience within a law firm, legal claims platforms, or commercial legal software is a distinct plus. PHYSICAL REQUIREMENTS * Strength and Agility: Ability to safely lift, move, and transport physical IT hardware weighing up to 25-50 lbs. * Mobility: Ability to frequent bend, kneel, crouch, or crawl under desks and workspace furniture to manage physical hardware, wiring, and cabling configurations., * Technical Skills 30% * Dependability 30% * Customer Service 20% * Problem Solving 20% ## Description The Help Desk Technician is a results-driven professional responsible for providing high-quality technical assistance and support for computer systems, software, and hardware. As the primary face of the IT organization, this individual maintains exemplary customer service standards while delivering Tier 1 technical support via phone, email, and chat. The ideal candidate utilizes critical thinking and internal knowledge bases to diagnose, resolve, or escalate issues efficiently., * Ticket Management: Monitor, prioritize, and resolve Help Desk tickets within established Service Level Agreements (SLAs). * Technical Support: Diagnose and troubleshoot PC hardware, software, Local Area Network (LAN), and Wide Area Network (WAN) issues. * System Maintenance: Perform routine computer optimization, diagnostic programs, and system cleanups. * User Lifecycle Management: Execute standardized IT onboarding and offboarding procedures for personnel. * Vendor & Security Coordination: Escort and collaborate with visiting vendors to maintain facility and network security protocols. * Escalation & Communication: * Document support interactions thoroughly; escalate complex issues to Tier 2/3 support while keeping stakeholders regularly informed of IT events. * Process Improvement: Identify opportunities to streamline IT operations, reduce system complexity, and enforce organizational quality standards. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fake or News: European Robotaxis & Lawyer GPT - Bramus Van Damme](https://www.wearedevelopers.com/videos/2167-fake-or-news-european-robotaxis-lawyer-gpt-bramus-van-damme) - [Contract Testing with MCP: Building Self-Describing, Self-Testing APIs](https://www.wearedevelopers.com/videos/100040-contract-testing-with-mcp-building-self-describing-self-testing-apis) - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [ WeAreDevelopers LIVE - the weekly developer show with Chris Heilmann and Daniel Cranney](https://www.wearedevelopers.com/videos/1365-wearedevelopers-live-the-weekly-developer-show-with-chris-heilmann-and-daniel-cranney) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany)