Tier 1 IT Support Technician
Minneapolis, MN
Operations – Information Technology /
Full Time - Admin /
On-site
All are welcome! People of color, people with disabilities, and LGBTQIA+ individuals are strongly encouraged to apply!
Washburn Center for Children is a leading children’s mental health center, caring for a wide variety of children’s needs associated with anxiety, depression, behavioral difficulties and trauma.
The 142-year-old nonprofit offers critical mental health intervention to help children - and their families - realize hope. Washburn Center for Children serves nearly 4,800 children ages 0-18 and approximately 11,000 family members each year. Washburn Center’s three office locations – Brooklyn Park, Edina, and Minneapolis – serve the entire Twin Cities metro area. The nonprofit also offers in-home services, and its school-based program serves 55+ schools in the Eden Prairie, Bloomington, District 191, Columbia Heights and Minneapolis school districts.
The demand for therapeutic care has skyrocketed. Join our team to help children through the setbacks of life and create a better future. To learn more about how we do that work in homes, schools and clinic-based services, visit us online.
Position Summary
The Tier 1 IT Support Technician is the first point of contact for technical support needs at Washburn Center for Children. This role supports end-user devices, resolves common IT issues, assists with A/V technology setup, and provides direct support during staff onboarding. The technician is also responsible for preparing Windows and iOS devices for staff using Microsoft Intune and Mosyle, our Apple MDM solution. This role is on-site.
Key Responsibilities
Frontline Technical Support
· Respond to IT support requests via Jira Service Desk or other ticketing system, phone, email, and in-person.
· Provide first-level troubleshooting for Microsoft 365, Teams, Windows 10/11, VPN access, printers, and Wi-Fi issues.
· Escalate complex technical problems to Tier 2 or our MSP.
Device Setup & Configuration
· Deploy and configure Windows laptops using Microsoft Intune.
· Enroll and manage Apple iOS devices through Mosyle, ensuring proper profiles and app distribution.
· Prepare equipment for deployment, maintain inventory tags, and track user assignments.
A/V Room Support
· Set up and support basic A/V equipment in conference and training rooms, including displays, projectors, webcams, speakers, and microphones.
· Assist with Microsoft Teams Room devices and event-related tech needs.
· Troubleshoot A/V connectivity issues, perform regular readiness checks.
Facilities & Workspace Support
· Set up and configure workstations including desk arrangements, cable management, and ergonomic positioning
· Install, adjust, and remove monitor mounts and arms to support various workspace configurations
· Deploy and configure docking stations for laptop users, ensuring proper connectivity and functionality
· Move IT equipment between locations as needed, including computers, printers, monitors, and peripherals
· Relocate and set up printers including network configuration and driver installation
· Assist the Facilities Manager with furniture arrangements when IT equipment integration is required
· Coordinate workspace changes that involve both IT equipment and furniture to ensure optimal functionality
New Hire Onboarding
· Prepare accounts and devices for incoming staff; provide in-person IT orientation.
· Assist with initial login, MFA configuration, Teams setup, and basic IT navigation.
Inventory & Asset Tracking
· Maintain accurate asset documentation and assist with lifecycle tasks (check-in/out, refreshes).
· Support device recovery or reset processes in coordination with Tier 2.
Administrative Tasks
· Document detailed notes and accurate time entries to reflect completed work.
· Effectively communicate with staff via email and other communication tools to ensure clarity and resolution of technical issues.
Site & Remote Support
· Travel to other Washburn sites to provide in-person tech support as needed.
Qualifications
Required
· 1–2 years in an IT helpdesk, desktop support, or A/V technician role
· Familiarity with Microsoft 365, Teams, Windows 10/11, and iOS device support
· Basic experience with MDM platforms like Mosyle (for iOS) or Intune (for Windows)
· Experience with N-Able N-Central RMM or similar tools
· Strong customer service skills and the ability to communicate with non-technical staff
Preferred
· Associate’s degree in IT or related field (or equivalent experience)
· Experience supporting Microsoft Teams or conference A/V setups
· Entry-level certifications such as CompTIA A+ or Apple/MDM training are a plus
Schedule & Expectations
Monday–Friday, 9:00 AM – 5:00 PM
Must be able to lift up to 40 lbs (IT equipment, monitors, etc.)
Travel between Washburn sites required for support and hardware delivery
$22 - $26 an hour
BENEFITS at WASHBURN:
Washburn offers benefits to Full-Time benefit eligible employees comprehensive Dental, Vision, Health, Life and Long-term disability insurance. Additionally, we offer a 403b retirement plan and a flexible benefit option (FSA).
Vacation: Paid Vacation accrues at 10 hours of vacation per month - up to 15 days / 120 hours annually.
Holidays: There are 2.5 days/20 hours of floating holidays per year in addition to the eight standard holidays.
***Please note that Internships, Part-Time (less than 30 hours/week) and Temporary positions are NOT eligible for all of Washburn Center's benefits***
Washburn Center for Children is an EEO/AA employer: women, minorities, people with disabilities, people that hold different gender identities and expressions and veterans are encouraged to apply. Cultural responsiveness and advancing equity are essential to achieving our mission. Our core values guide how we actively heal, learn and work.
To learn more about life at Washburn and how we work together, visit us online.
