Helpdesk Specialist

Who We Are

At Platform Science, we’re working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others.  We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

About the Role

We are seeking a skilled Tier 1 Help Desk Support Specialist to join our team in Minnetonka. In this hybrid role, you will serve as the primary front-line responder for our global help desk, while simultaneously supporting our local staff.

You will be the face of IT for our global organization, managing the intake and resolution of support requests from around the world. Locally, you will take ownership of the Minnetonka office’s physical IT needs, including hardware provisioning and inventory management. If you are a proactive problem-solver with a strong technical background in MDM platforms, Okta, Google Workspace, and Slack, we want you on our team!

Essential Responsibilities

• Front-Line Global Support: Act as the primary point of contact for our global help desk, providing high-quality technical assistance to resolve hardware, software, and network issues for a diverse international workforce.
• Onsite Local Support: Provide dedicated, hands-on technical support for staff at our Minnetonka office, ensuring onsite hardware and connectivity are functioning optimally.
• Provisioning & Onboarding: Manage the full lifecycle of employee hardware, including imaging, configuring, and provisioning PCs and laptops for both local and remote new hires.
• Asset & Inventory Management: Maintain an accurate and up-to-date inventory of all local IT assets, peripherals, and software licenses in the Minnetonka office.
• SaaS Administration: Troubleshoot and resolve issues within Okta, Google Workspace, Slack, and other core SaaS applications.
• Documentation & Tracking: Document all support requests in our ticketing system and contribute to the internal knowledge base to improve global user self-service.
• Collaboration & Escalation: Act as the bridge between users and senior technical teams, escalating complex issues when necessary and collaborating with global IT teams to improve the overall user experience.

Education and Experience
Required:

• Experience: 2–3 years of experience in a help desk, desktop support, or technical support role.
• Technical Stack: Strong proficiency in Okta, Google Workspace, and Slack.
• Must have 1+ years hands on experience with "MDM solutions."
• OS Fluency: Hands-on experience supporting multiple operating systems, including Windows, macOS, and Linux.
• Hardware Expertise: Proven ability to troubleshoot PC hardware and manage physical device deployments.
• Communication: Excellent verbal and written communication skills with a customer-first mindset.
• Adaptability: Ability to work independently in a hybrid environment and manage global support volume alongside local onsite priorities.
• Organization: Strong attention to detail, specifically regarding asset tracking and documentation.

Nice to Have:

• Basic understanding of Wi-Fi troubleshooting, network configuration, and core networking concepts.
• Experience with automated provisioning tools or advanced MDM scripting.

Platform Science Benefits Highlights

The company offers various benefits to regular, full-time employees including: 

• Medical, dental, and vision insurance
• Short-term and long-term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular, full-time employees.

You can access the Benefit Highlights brochure for regular, full-time employees by copying and pasting the link into your browser: https://www.platformscience.com/benefits.

This is a non-exempt role. Our job titles for each posting may span across more than one job level. The estimated hourly rate for this position is between $20.40 and $30.55 per hour. The range displayed on each job posting reflects the minimum and maximum target range for new hire hourly rates across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The hourly pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Platform Science collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as to be in legal compliance. You can review further details of such collection and use in our Privacy Policy (link for browser: https://www.platformscience.com/privacy-notice).

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.

Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don't ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement & [email protected].