Help Desk Specialist (IT Support / MSP Environment)

Job Description

Job Description

Help Desk Specialist

Location: Big Lake, MN (On-Site)
Job Type: Full-Time

About the Role

We’re looking for an experienced and dependable Help Desk Specialist to join our Help Desk team in Big Lake, MN. This role provides advanced technical support, resolves escalated tickets, and mentors Associate technicians. You’ll take ownership of complex issues, ensure timely resolution, and maintain high standards of client communication and satisfaction.

This position is fully on-site, with regular client visits and occasional after-hours or on-call responsibilities to support critical issues and scheduled maintenance.

Core Responsibilities

• Troubleshoot advanced workstation, software, and network connectivity issues

• Support Microsoft 365, Teams, Exchange Online, and related business applications

• Serve as the primary resource for back-end configuration and management of cybersecurity dashboards and Microsoft 365 environments

• Perform proactive system monitoring, patching, and update management for managed clients

• Manage client documentation accuracy within PSA and RMM tools

• Perform on-site client visits for troubleshooting, installations, and scheduled maintenance

• Take ownership of escalated tickets from Associate technicians and drive issues through resolution

• Coordinate with vendors and third-party providers for issue resolution

• Document all work performed in ConnectWise and maintain clear communication with clients

• Communicate clearly with clients to set expectations and provide timely updates

Mentorship & Collaboration

• Provide technical guidance and mentorship to Associate Help Desk Specialists

• Review escalated tickets for completeness and quality before closure

• Contribute to the internal knowledge base and process improvements

• Collaborate with senior technician on project implementation and technology rollouts

Qualifications

• 3+ years of IT support experience in a Managed Service Provider (MSP) or multi-client environment

• Proficiency with Windows OS, Microsoft 365 administration, and common business applications

• Working knowledge of Windows Server fundamentals, Active Directory, and Group Policy

• Familiarity with basic networking concepts (firewalls, switches, VLANs, VPNs)

• Experience using ConnectWise or similar Professional Services Automation (PSA) software

• Strong troubleshooting, analytical, and customer service skills

• Excellent written and verbal communication

• Valid driver’s license and reliable transportation to Big Lake and for on-site client visits

• Ability to work independently, manage time effectively, and handle occasional after-hours support

What We Offer

• Hourly pay: $23–$28/hour, depending on experience and qualifications

• Overtime eligible

• Health and Dental Insurance – 100% employer-paid for employees

• 401(k) with employer contribution

• Paid Holidays and Paid Time Off (accrued from day one)

• Voluntary benefits through Colonial Life

• Mileage reimbursement

• Cell phone reimbursement (BYOD)

• Company-paid training and professional development opportunities

• Eligible for quarterly profit sharing after one year

Company DescriptionR. L. Jacobs & Associates, Inc. DBA Northstar Technology Solutions (NTS) is a Minnesota-based Managed Service Provider (MSP) delivering outsourced IT and Help Desk services to small and medium-sized businesses. We specialize in proactive network management, cybersecurity, cloud solutions, and full-service IT procurement. At NTS, we value reliability, integrity, and client commitment, helping businesses leverage technology for long-term growth and efficiency.

Company Description

R. L. Jacobs & Associates, Inc. DBA Northstar Technology Solutions (NTS) is a Minnesota-based Managed Service Provider (MSP) delivering outsourced IT and Help Desk services to small and medium-sized businesses. We specialize in proactive network management, cybersecurity, cloud solutions, and full-service IT procurement. At NTS, we value reliability, integrity, and client commitment, helping businesses leverage technology for long-term growth and efficiency.