IT Support Technician
Muse Group•Winona, MN
•Onsite
About The Position
We are looking for an IT Support Technician to join our team in Winona. In this role, you'll provide hands-on IT support to colleagues onsite while also supporting our global team remotely, helping keep the wider IT department responsive and resilient. This is a great opportunity for someone who enjoys variety, likes solving problems, and wants to make a visible impact on how people work. We are actively integrating AI and automation into all areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience.
Requirements
- 3+ years’ experience supporting Microsoft Windows 10/11, including: installation and reinstallation of the OS, printer configuration, VPN software installation and configuration, antivirus installation and support.
- 3+ years’ experience supporting the Microsoft Office productivity suite (Outlook, Teams, Word, Excel, etc.).
- 3+ years’ experience managing Microsoft/Office 365 (user and group management at a minimum).
- Understanding and practical implementation of good practices like separation of duties, role-based access control (“RBAC”), principle of least privilege, multi-factor authentication.
- Able to work towards objectives autonomously.
- Attention to detail.
- Excellent written and verbal communication skills.
- Able to work under pressure and with tight deadlines.
Nice To Haves
- Experience managing hardware in a warehouse/factory environment, including Zebra printers, scanners, industrial printers.
- Experience managing Apple MacBooks, macOS provisioning, Apple Business Manager.
- Experience supporting the Google productivity suite (Workspaces, Google Files, etc.).
- Relevant IT certifications.
Responsibilities
- Ensure user account creations/deletions/changes are carried out promptly
- Coordinate equipment moves with internal teams and suppliers
- Remotely perform equipment configurations, changes and reinstallations
- Deliver induction IT training to new colleagues
- Grant and revoke access to resources as appropriate
- Obtain the relevant approvals before progressing any request
- Request licence/subscription purchases as needed
- Maintain role profiles (for role-based access control)
- Understand and implement the principle of least privilege
- Troubleshoot hardware incidents, in person or remotely guiding colleagues
- Coordinate repairs and the delivery of temporary devices
- Troubleshoot software incidents, through remote assistance (desktop sharing) software or guiding colleagues as needed
- Collaborate with network administrators to configure and maintain network equipment at the offices
- Manage the relevant ticket queues
- Record all requests (incidents, service requests, etc.) received through any media (e-mails, phone calls, instant messages, etc.) in the service management system
- Provide regular updates throughout the lifecycle of each ticket
- Maintain the ticket queues to provide a first-class experience
- Escalate tickets as appropriate (e.g. major incidents)
- Comply with the SLAs (service level agreements)
- Maintain the CMDB
- Create or update knowledge documents
- Manage licences and subscriptions in a cost-efficient manner
- Participate to IT projects; depending on the type of project, this could be in a lead or supporting role
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
