Technical Helpdesk II

Provide high-touch IT support to C-suite executives and their staff, primarily onsite in St. Paul, MN. Troubleshoot software, operating systems, Office 365, mobile devices, and general IT issues. Support audio/video and conference-room technology for executive meetings and events. Provide both in-person and remote technical assistance. Handle walk-up support and manage tickets through ServiceNow. Perform root-cause analysis and coordinate with other support teams on issue resolution. Develop processes and knowledge-base articles for common technical issues. Support onsite/offsite executive and board meetings, including AV setup, troubleshooting, site evaluations, and risk assessments. Schedule is generally 7-4 or 8-5 depending on coverage needs, with flexibility for occasional evenings/weekends. Some travel may be required, potentially domestic or international. Role is expected to be onsite daily initially, with potential to become hybrid once the team is fully staffed.

Bachelor’s degree in a technical field or high school diploma/GED with 8 years of equivalent experience. 4 years of experience. At least 1 year of technical support experience. Experience supporting: Windows Mac OS Mobile operating systems/devices Office 365 and similar business applications Audio/visual hardware and software Experience using ticketing systems and working within SLAs/OLAs. Strong customer service skills and proactive mindset. Excellent written and verbal communication. High level of professionalism, accuracy, and urgency when supporting executive users. Ability to work flexible hours and travel/work off-site as needed. Familiarity with Copilot, Copilot Agents, Cowork, Workflow, and Claude Code. Strong fundamentals using AI for process improvement and workflow optimization, including the ability to guide others Previous experience directly supporting C-suite executives. Experience leading or mentoring a technical team. Ability to adapt in a fast-paced, changing environment. Strong problem-solving skills and ability to work under pressure. Collaborative, team-oriented approach