IT Support Associate

Legence • Edina, MN

4d • $60,000 - $85,000 • Onsite

About The Position

For more than 40 years, it has been Gilbert's mission to provide outstanding mechanical, electrical, plumbing, controls, and fire protection services in the Minneapolis/St. Paul area. Today, Gilbert employs more than 200 people in the Twin Cities market, and its clients represent a diverse range of technical market sectors, with specialization in the healthcare industry. Our fun, open and innovative culture is supported by forward thinking industry leaders who are united in collaboration and the pursuit of breakthrough ideas. Gilbert’s philosophy includes mutual respect for all individuals, application of innovation and a rigorous serve-the-customer mentality. We create a culture of teaching and learning through cross mentoring that spans generations, disciplines, interests and talents. We strive to give each person exposure to the widest array of experiences possible to help them grow further and faster than they could anywhere else.
Position Overview
Our IT Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the IT Support Associate is to provide first-line support for all staff. The IT Support Associate is responsible for logging incidents and service requests and resolving support requests, ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. Service Desk staff work in a dynamic, fast-paced environment which provides services over the phone, through email, phone, in person (for walk-in customers) and self-service. This position will be based out of Edina, MN supporting Gilbert Mechanical.

Requirements

• High school diploma or equivalent experience.
• 1 + years of experience within the information technology field, including but not limited to PC and mobile device support.
• Basic knowledge of the following technologies: Dell Desktops and Laptops, Microsoft Active Directory and Azure, O365, Teams, Office, Exchange Online, SharePoint, Apple and Android Tablets and Phones
• Problem-solving skills and the ability to troubleshoot basic IT issues.
• Ability to work independently and as part of a team.
• Willingness to learn and adapt to new technologies and processes.
• Customer-focused attitude with a commitment to providing high-quality service.

Nice To Haves

• Experience with ServiceNow a plus.

Responsibilities

• Provide basic IT support and assistance to staff in a prompt, courteous, and empathetic manner.
• Log incidents and service requests accurately using the IT service desk system (ServiceNow).
• Assist users with the operation of hardware such as printers, scanners, and other peripherals.
• Perform basic troubleshooting and maintenance of desktop computers, laptops, and mobile devices.
• Diagnose and resolve simple software and hardware incidents, including operating systems and common software applications.
• Escalate more complex issues to higher-level support teams as necessary.
• Install and configure new IT equipment under supervision.
• Create temporary user accounts and reset passwords while ensuring data security.
• Maintain a high level of customer service, ensuring all customers are treated efficiently and appropriately.
• Communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Participate in internal training to stay updated with the latest technology and internal system processes.
• Other duties as assigned.

Benefits

• Health & Welfare: Company Paid medical, dental, vision, prescription drug, accident & sickness benefit, basic group life and AD&D, and Employee Assistance Program
• Time Off Benefits: Paid vacation, company-paid holidays, and paid sick leave
• Financial Benefits: 401(k) retirement savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED