POSITION: IT Support Specialist

ROLE OVERVIEW:
This contract-to-hire position offers a salary range of $64,000 - $72,000 and requires onsite work five days a week in Chanhassen, MN. The role focuses on delivering technical assistance and problem-solving for internal personnel, ensuring smooth functionality of digital tools and systems. The position involves both hands-on and remote support, addressing hardware, software, and account-related matters. Tasks include managing service requests, troubleshooting issues, and participating in system setups and rollouts.

PRIMARY RESPONSIBILITIES:

• Engage with internal personnel regularly, addressing their technical concerns and fostering positive interactions.
• Assist in creating system configurations, managing access rights, and resolving technical issues with devices.
• Oversee initial system setup for new personnel, including hardware installation and configuration of accessories.
• Sort and prioritize incoming service requests based on urgency and impact.
• Maintain system performance, stability, and security while responding to disruptions or technical issues.
• Use tracking tools to document, monitor, and categorize technical support cases.
• Manage system access requests, including account modifications and permissions adjustments.
• Adhere to defined response timeframes for handling various service requests.
• Be available for after-hours technical assistance as part of a rotating schedule.
• Communicate technical concepts effectively in written and verbal formats to diverse audiences.
• Maintain documentation of procedures and troubleshooting guidelines.
• Work independently or collaboratively, sharing expertise and contributing to team development.
• Maintain strong relationships within internal teams to ensure smooth operations.
• Consistent attendance and reliability are critical aspects of this role.

QUALIFICATIONS & EXPERIENCE:

• Completion of secondary education or equivalent experience.
• One to three years of experience in end-user technical support, with consideration for equivalent experience in place of formal education.

PREFERRED BACKGROUND:

• Degree in an IT-related discipline along with three or more years in a similar role.

TECHNICAL EXPERTISE:

• Understanding of:
• Telephony systems and troubleshooting techniques (RingCentral, Zoom Phone, Microsoft Teams Calling)
• Device connectivity, printer deployment, and general troubleshooting (HP, Brother, Epson)
• Basic networking principles (TCP/IP, DNS, DHCP, VLANs, VPNs)
• User access management within centralized systems (Active Directory, Azure AD, Group Policy)
• Practical experience with:
• Configuring and deploying computing devices with modern operating systems (Windows 10/11, macOS)
• Managing enterprise collaboration tools and platforms (Microsoft 365, Google Workspace, Slack)
• Endpoint security solutions (CrowdStrike, Microsoft Defender, Symantec)
• IT service management tools (ServiceNow, Jira Service Management)
• Additional Required Skills:
• Strong documentation and record-keeping abilities
• Effective time and task management with attention to detail
• Ability to handle multiple assignments, prioritize, and adjust to shifting workloads
• Self-motivated, adaptable, and capable of working independently or within a team
• Clear communication skills to convey technical information appropriately
• Commitment to maintaining service quality and responding professionally to inquiries
• Adherence to established safety and operational standards
• Proficiency in English communication

WORKING CONDITIONS & REQUIREMENTS:

• Onsite presence at the primary work location in Chanhassen, MN is required five days a week.
• Occasional travel to alternate locations may be necessary.
• Ability to move and position equipment weighing up to 50 pounds, with support for heavier loads as required.
• Capacity to work in confined spaces when setting up or troubleshooting equipment.
• Ability to reach overhead and bend as needed to complete technical tasks.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.