IT Support Specialist - I

ABOUT US

Tech Support Minnesota is in the IT Managed Services (MSP) game! We’re a scrappy team of 10-12 employees that are constantly working together to improve our services, processes, tool stacks, culture, etc. Our vision for the business is shared openly as we believe in true transparency amongst our team. We continue to make decisions that positively impact the overall business health and are regularly soliciting input from our team in the process. We office out of New Prague, MN and provide our staff the opportunity to be accountable and successfully contribute to the greater team, while providing flexibility as needed. We have our clients’ backs when they need us most, we are accountable to the rest of our team, we fail fast, and we’re motivated to improve every day!

POSITION OBJECTIVE

Fine tune and execute on our process to install new and support existing workstations for our managed clients. Manage the hardware bench as you handle multiple desktop and laptop deployments from the box to the end users’ desk. Learn the existing process and documentation, identify areas of improvement and propose any recommendations for improvement. Manage and facilitate the completion of Customers’ support requests. The Support Engineer will manage the Customers’ expectations throughout the process and strive to maintain high Customer Satisfaction levels. The Support delivery area helps shape the other delivery areas via their feedback.

REPORTING STRUCTURE

This position reports directly to the Service Delivery Manager, indirectly to the President.

PRINCIPAL DUTIES

• Prepare data transfers and setup new workstations for onsite installation.
• Wipe, restore, overhaul, hard drives as needed.
• Provide both onsite and/or remote support to our business clients and their staff.
• Advise and educate our clients on how to use their technology.
• Analyze and solve various IT problems.
• Install and troubleshoot Customers’ IT hardware and software.
• Provide regular ticket reviews and reporting to the Service Delivery Manager & Support Desk Manager.
• User management in Microsoft 365 and Active Directory.
• Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.
• Maintain high positive Customer and user satisfaction and relationships.
• Conduct thorough checking and self-checking of information and documentation.
• Assist in the training, mentoring and development of staff.
• Perform general office duties as required.
• Adopt continuous learning and improvement processes in all aspects of the position.

KEY SKILLS & EXPERIENCE

QUALIFICATIONS

• Experience in Computer Science/Information Technology or equivalent.
• Appropriate Driver’s License based on primary role location.
• Computer-related industry certifications.

EXPERIENCE/SKILL LEVEL REQUIRED

• May require an Associate’s Degree in a related area and/or 1-3 years of experience in the field or in a related area.
• Strong general knowledge of IT infrastructure, hardware and software applications.
• Demonstrated experience and knowledge of network and workstation operating systems, Microsoft Windows operating system, and M365 environments.
• Demonstrated experience with web and internet technologies.

APTITUDE & INTERPERSONAL SKILLS

• Strong communication (written and verbal) and interpersonal skills.
• High level organizational, project management, coordination, and prioritization skills.
• Strong problem-solving skills and self-learning.
• Show initiative when undertaking tasks.
• Able to work well both within a team environment and autonomously.
• Good task management and multi-tasking skills.
• High degree of confidentiality and accountability.
• High degree of punctuality.
• Ability to take, interpret and follow instructions.
• Customer service orientation.
• Committed towards undertaking duties efficiently with a strong attention to detail.
• Professional personal presentation.
• Awareness of and ability to work in accordance with Company Policies and Procedures.

Pay will be based upon experience and other qualifications:

Job Type: Full Time

Pay: $20 - $24

Benefits:

• 401(k) – 3% Employer Match
• Health/Dental/Vision Insurance
• Flex-Time (Up to 2 hours)
• Paid Time Off
• Company Holidays (8)

Please send resume and cover letter to jobs@techsupportofmn.com

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• IT support: 1 year (Required)

Ability to Commute:

• New Prague, MN 56071 (Required)

Ability to Relocate:

• New Prague, MN 56071: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $24