IT Support Specialist

Vireo Health•Minneapolis, MN

4d•$65 - $70

About The Position

The IT Support Specialist will take ownership of customer issues reported and see problems through resolution. (S)he will research, diagnose, troubleshoot, and identify solutions to resolve customer issues. Follow standard procedures for properly escalating unresolved issues to the appropriate internal teams. Provide prompt and accurate feedback to customers. Ensure proper recording and closure of all issues. Documenting troubleshooting and problem resolution steps, creating knowledge base articles when appropriate for routine issues. Be familiar with regulatory & security standards, best practices, and company requirements.

Requirements

Solid understanding of IT service management and incident handling.
Strong troubleshooting and problem-solving skills.
Working knowledge of:
Windows, Android and macOS operating systems
Entra ID, Active Directory and Group Policy, SSO.
Microsoft 365 (Exchange, Teams, OneDrive, SharePoint)
Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
RMM and patching tools.
MDMs such as Intunes, JAMF.
POS systems
Surveillance systems
E-commerce platforms
Application Support
ISP and telecom management
Ability to prioritize tasks and manage multiple issues simultaneously.
Excellent verbal and written communication skills.
Strong customer service orientation and attention to detail.

Responsibilities

Diagnose, troubleshoot, and resolve complex hardware, software, network, and application issues.
Support end-user devices including desktops, laptops, mobile devices, printers, and peripherals.
Focus on Azure and Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, AD, DC, Servers).
Administrate and provides Level 1 and 2 support for incidents (problem/issues) or service requests related to Office 365 suite (Office Apps, SharePoint/OneDrive, Teams, User Administration, Azure, AD, DC, Servers).
Identify and resolve network issues across network/voice domains. Develop standard operating procedures and baseline network monitoring standards. Support network transport (LAN / WAN), service delivery (Voice / Data / Collaboration),
Identify and resolve system and OS-level issues within Vireo’s IT environment
Define and document best practices and strategies regarding application deployment and infrastructure maintenance.
Be familiar with documentation for assigned technology, configuration standards, and infrastructure architecture.
Participate in upgrade projects and installation activities for new hardware and software components.