IT Support Specialist

Position Title: IT Support Specialist

Employment Type: Direct Hire - W2, No C2C or third party vendors at this time

Location: Shakopee, MN

Work Schedule: Onsite 5 days a week

Salary Range: $80,000 - $84,000

No C2C or third-party vendors at this time

Position Overview

The IT Support Specialist serves as the primary point of contact for all internal technology operations and support needs. This position combines hands-on troubleshooting, systems administration, and network management responsibilities to maintain secure, reliable, and efficient IT systems across the organization.

Key Responsibilities

Technical Support & End-User Assistance

• Serve as the first point of contact for all IT-related issues, providing remote, phone-based, and on-site technical support.


• Conduct new hire onboarding, technical setup, and user training to ensure proper system access and security awareness.


• Empower employees with the tools, knowledge, and resources to utilize technology effectively.


• Diagnose and resolve complex software, hardware, and network issues across multiple environments.


• Provide leadership and escalation support during critical incidents or system outages.


• Develop standardized troubleshooting processes and maintain documentation for consistent service delivery.


• Monitor systems and proactively identify and address performance or availability issues.


• Collaborate with external vendors and service providers for advanced troubleshooting and equipment repair.


• Maintain service level expectations by ensuring timely ticket resolution and user follow-up.


• Train and mentor IT staff in advanced diagnostic and resolution techniques as the department expands.


• Use logs, diagnostic software, and remote access tools to analyze and resolve reported issues.


• Communicate technical concepts clearly to staff members with varying technical proficiency levels.

Systems Administration & Network Infrastructure

• Administer and maintain Microsoft 365 and Azure/Entra ID environments, including accounts, permissions, licensing, and security settings.


• Manage hybrid Windows Server environments, ensuring reliable integration with cloud-based systems.


• Oversee the configuration and performance of networking equipment such as switches, routers, firewalls, and wireless systems (experience with UniFi or EERO preferred).


• Monitor uptime, connectivity, and overall network performance across multiple locations.


• Research and recommend new technologies and process improvements to enhance organizational efficiency.

Device Management & Asset Lifecycle

• Oversee procurement, configuration, deployment, and ongoing maintenance of all IT hardware and software assets.


• Maintain accurate and up-to-date inventory of computers, mobile devices, servers, and peripherals.


• Schedule and execute system updates, security patches, and end-of-life equipment decommissioning.

Documentation, Security & Compliance

• Create and maintain IT documentation, including procedures, configuration records, and training materials.


• Ensure adherence to data security standards and internal IT compliance policies (knowledge of HIPAA or similar frameworks preferred).


• Lead or participate in cybersecurity initiatives to safeguard organizational data and digital assets.


• Manage encryption, access control policies, and conduct periodic risk assessments.

Mobility & Onsite Support

• Provide on-site technical support across organizational locations as needed; reliable transportation is required.

Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related discipline required.


• Professional certifications (e.g., Microsoft, Cisco, CompTIA, ITIL) strongly preferred.


• Minimum of 5-7 years of progressive experience in IT support, systems administration, or infrastructure management.


• Experience working in multi-site environments with both remote and on-site user support.


• Prior experience in healthcare, government, or compliance-driven environments is a plus.

Technical Proficiency

• Expertise in Microsoft 365, Azure/Entra ID, and Windows Server management.


• Strong understanding of network infrastructure, including routing, switching, firewall configuration, and wireless technologies.


• Familiarity with UniFi or EERO network equipment preferred.


• Experience managing device lifecycle processes, including procurement, patching, tracking, and secure disposal.


• Proven ability to identify, troubleshoot, and resolve complex IT issues efficiently.

Soft Skills & Leadership

• Strong communication skills, with the ability to explain technical topics clearly to non-technical audiences.


• Leadership and mentoring capabilities, with interest in guiding junior IT personnel.


• Excellent organizational skills and attention to documentation accuracy.


• Commitment to teamwork, accountability, and maintaining high service standards.


• Must have reliable transportation for periodic travel between work locations.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.