IT Support Specialist

RahrBSG•Shakopee, MN

29d•$55,000 - $63,000

About The Position

RahrBSG is looking for an IT Support Specialist to join our team in Shakopee, MN. The IT Support Specialist provides front-line primary technical support to end users on a variety of technical issues related to hardware, software, and peripherals. This role is responsible for diagnosing and resolving technical problems, configuring workstations, and maintaining user access and system functionality. The IT Support Specialist serves as a key point of contact for troubleshooting and ensuring timely professional assistance that helps keep business operations running smoothly.

Requirements

Bachelor's degree in Computer Science or related field or equivalent combination of education and experience.
1-3 yearsâ experience in a technical support or service desk role supporting multiple business units in person and remotely.
Strong Microsoft product knowledge level including Windows, Active Directory, Office365 including Teams and OneDrive.
Experience with remote support tools and ticketing systems.
Solid understanding of operating systems and platforms, hardware support, enterprise applications, and cybersecurity with a demonstrated ability to leverage knowledge to identify and correct opportunities.
Strong communication skills in both positive and negative situations with a keen ability to adjust style and approach to fit the current need.
Exceptional customer service skills with demonstrated empathy, patience, and professionalism in all user interactions, both internally and externally.
Proven ability to interpret information clearly and accurately to concisely communicate and present data driven results and recommendations to stakeholders, senior management, and direct team.
Proven ability to support multiple user device types including desktops, laptops, 2 in 1, and mobile devices.
Follows defined procedures while also providing constructive feedback for improvement.
Proven ability to effectively support remote offices and users.
Proven ability to work cross-functionally with diverse teams.
Strong problem/situation analysis skills with an ability to perform independent analysis and distill relevant findings and root causes.
Demonstrated ability to manage multiple priorities simultaneously and establish priorities in a fast-paced, changing environment.
Flexible and adaptable to learning and understanding new technologies.

Responsibilities

Deliver front-line personalized IT support for the companyâs internal customer base, including remote and onsite users, using voice and remote capabilities.
Responsible for meeting productivity and accuracy metrics by prioritizing, tracking, and attaining established goals. Ensure that resolutions are both timely and effective, aligning with response time objectives and quality standards.
Escalate unresolved issues to appropriate IT teams or third-party vendors as needed.
Support onboarding and offboarding processes including account creation, hardware provisioning, and software setup.
Oversee installation, configuration, maintenance, and troubleshooting of user PCs and other company issued devices.
Assist with system updates, patches, and antivirus deployments under the guidance of senior team members.
Communicate updates to users that have been or may be affected by a technology related problem.
Work on problems of diverse scopes where analysis requires effective resource use and evaluation of factors.
Administer and maintain end user accounts, permissions, and access rights, ensuring company security standards are consistently followed.
Monitor ongoing maintenance and updates for endpoint security systems and devices, ensuring appropriate planning and execution is successfully completed.
Support wireless technologies and collaboration tools including Microsoft tools such as SharePoint and Teams.
Oversee the maintenance and administration of printer and multi-function peripheral (MFP) technologies.
Assist with system updates, patches, and antivirus deployments under the guidance of senior team members, including Disaster/Recovery procedures and processes.
Create and maintain documentation of IT Support process and procedures and assists with IT team training and development.
Assist with company IT projects both during and outside of business hours.
Participate in IT on call rotation for off-hour support.
Perform additional duties as requested to support, assist, and enhance the companyâs goals and objectives.