IT SUPPORT TECHNICIAN

OSP LP•Albert Lea, MN

5d•$21 - $26•Onsite

About The Position

Deliver exceptional IT customer service and ensure a positive end-user experience through effective support, training, education, and promotion of general technology awareness. Leverage modern tools, including AI-assisted technologies, to improve support efficiency, knowledge sharing, and end-user experience. This role is highly focused on internal customer satisfaction.

Requirements

The ideal candidate should possess or be working towards an Information Technology degree or various certifications.
Strong understanding of Windows 11 and Microsoft productivity tools (Office, Teams, SharePoint).
Comfortable using AI productivity tools (e.g., ChatGPT, Microsoft Copilot, Claude) to solve problems, generate documentation, and improve efficiency.
Understanding of Mac (OSX).
Strong customer service and communication skills both verbal and written
Strong ability to work independently, problem solve, collaborate, and present solutions.

Nice To Haves

Experience in the field of computer science or information systems and in finance or mortgage-based industries is a plus.
General understanding of LAN/WAN, servers, and security a plus.

Responsibilities

Own ServiceDesk tickets by entering, updating, and escalating them as needed to ensure timely and effective resolution.
Provide first-level support to users in person, via phone, email, and chat.
Communicates with various vendors for additional IT support and/or escalation when needed.
Support the setup, maintenance, and tracking of IT hardware such as laptops, desktops, tablets, and phones.
Utilize AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to accelerate troubleshooting, documentation, and knowledge discovery while ensuring accuracy and security.
Monitor and perform initial troubleshooting of IT automation jobs.
Performs basic application support for end-users.
Communicates updates to the organization during outages and incidents.
Maintains IT documentation and procedures.
Assist in monitoring basic system security and reporting potential issues.
Provides training to users on a wide array of systems and technologies including but not limited to: Basic computer navigation (shared drives etc.), M365 Suite (SharePoint, OneDrive, etc.), AI-assisted tools and best practices for safe and effective use, General IT security, Mobile devices, Phone system
Assist with projects as needed.
Assists with routine user access auditing and management.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Accomplishes information systems and organization mission by completing related results as needed.
Communicate in an articulate, professional and courteous manner - written and verbal.
Perform other duties as assigned.