Virtual Help Desk Jobs in Minnesota (NOW HIRING)

At American Engineering Testing (AET), we believe that people are the heart of innovation. We create an environment that values teamwork, curiosity, and continuous improvement while delivering innovative engineering and consulting solutions. As a 100% employee-owned firm, we deliver comprehensive testing, analysis, and design to reduce uncertainty in construction projects and offer rewarding work, exceptional training, and career development opportunities.

The IT Support Specialist provides frontline technical support to employees, ensuring reliable access to systems, applications, and equipment. As a primary point of contact for IT issues, this role resolves routine hardware, software, and account‑related requests while delivering strong customer service. The role supports technologies including Microsoft 365, virtual desktops, engineering applications, mobile devices, and AV systems, and assists with device deployment, onboarding/offboarding, and asset management.

This role supports process improvement efforts, user education, and the development of documentation. Candidates should be familiar with AI‑enabled productivity tools such as Microsoft Copilot or Claude and be comfortable using them to research solutions, troubleshoot issues, and improve efficiency.

Reasonable accommodations or workable solutions may be made to enable individuals with disabilities to perform essential functions.

• Serve as the first point of contact for employees seeking technical assistance via in‑person, phone, email, or ticketing system interactions, delivering timely, professional, and customer‑focused support.
• Monitor and manage ticket queues in the IT service system (e.g., Freshservice), documenting work performed and closing requests with clear, accurate notes.
• Troubleshoot and resolve routine hardware, software, and access issues; support user account management, including password resets, permissions, and group access in Active Directory and Microsoft Entra ID.
• Maintain accurate asset records and perform routine device management, including inventory tracking, lifecycle management, compliance checks, and basic troubleshooting.
• Provide setup, configuration, and support for Microsoft 365 services, including Outlook, Teams, OneDrive, and SharePoint.
• Install, configure, and maintain end‑user devices in compliance with IT policies and security standards; support device deployments for onboarding and refresh cycles, including imaging, policy assignment, and preparation.
• Use AI productivity tools (e.g., Microsoft Copilot, Claude) to research issues, draft documentation, troubleshoot problems, and improve support efficiency.
• Support onboarding and offboarding activities, including account provisioning/deprovisioning, license assignment, and hardware setup.
• Provide user support and basic training for core applications (e.g., AutoCAD, Bluebeam, Egnyte, Adobe, gINT) and systems (e.g., Azure Virtual Desktop), escalating complex issues as needed.
• Identify recurring issues and contribute to knowledge base documentation, user guides, and process improvements; educate employees on basic troubleshooting and safe computing practices.
• Set up and support employee workspaces and conference rooms, including AV equipment and meeting technology, ensuring reliable functionality for hybrid and in‑person collaboration.
• Verify and coordinate equipment deliveries and shipments, ensuring all devices are tested and operational before assignment.
• Participate in team meetings and training sessions to build technical skills and support collaborative problem‑solving.
• Provide on‑site support at regional offices as needed (up to 10% travel).

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 0–2 years of experience in a help desk, service desk, or technical support role.
• Basic knowledge of Windows OS, Microsoft 365, and networking fundamentals.
• Strong communication and customer service skills.
• Ability to prioritize tasks and manage multiple requests in a fast‑paced environment.

• Familiarity with IT ticketing systems (e.g., Freshservice).
• Experience with Active Directory, Microsoft Entra ID, and remote support tools.
• Exposure to inventory or IT asset management systems.
• Familiarity with AI productivity tools (e.g., Microsoft Copilot, Claude) and the ability to use them for troubleshooting, research, and problem‑solving in a support environment.

Base compensation is expected to be in the range of $57,000 to $67,000 per year based on skill set and experience. AET offers a comprehensive benefits package, including health benefits, insurance, Employee Stock Ownership Plan (ESOP), long‑term savings, paid time off, and professional development opportunities. The selected candidate must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Notice to Third Party Agencies: AET does not accept unsolicited resumes from third party recruiting firms. Absent a signed Service Agreement by AET’s Chief People Officer (CPO), AET reserves the right to pursue and hire these candidates without financial obligation to recruiters or agencies.