IT Support

The Bernard Group Inc•Chanhassen, MN

1d•$65,000 - $80,000•Onsite

About The Position

Do you want to work for a company where your co-workers are co-owners? We are 100% employee owned! At The Bernard Group, we work to wow. As a visual merchandising company leading the retail industry in design and production, we come together as a team to win big for some of the most successful brands in the world. Since we’re an employee-owned company, we don’t just list our values, we live them, providing the highest-quality products and services day in and day out. And we do it all with sustainable materials carefully sourced from eco-friendly partners that support social change and community involvement. We are looking for a IT Support team member to join our IT team.You’ll be part of a talented group that collaborates to deliver world class products to our customers. In this role, you will provide support across a broad range of technologies in coordination with other departments and areas of the business to support incidents, problems, and requests related to but not limited to Servers, LAN switches and wireless, cloud email and endpoint devices both Windows and macOS including handhelds. You will be responsible for troubleshooting and logging incoming support issues in a service desk environment to determine root cause and advise appropriate action while mentoring level 1 support personnel, employee training, and preparing documentation as needed to assist the end users. Shift available: Monday through Friday, 8:00 a.m. – 5:00 p.m., with occasional after-hours and weekend support as needed. This position requires regular onsite presence at our facilities.

Requirements

obtain a technical aptitude and advanced knowledge of technologies such as: Windows and macOS desktop support, core Microsoft Office Applications, and networking technologies
have strong analytical and problem-solving skills
be flexible and change activities quickly, based on business needs
be able to work in a team-oriented, collaborative environment
adhere to a strong work ethic with a desire to learn, grow and develop new skills
have strong communication and Solid organizational skills
able to effectively communicate, both verbally and in writing. Strong interpersonal skills including, demonstrated listening skills and the ability to present ideas and thoughts concisely and effectively both internally and outside the organization
willing to admit when you make a mistake (it happens to the best of us)
fiercely loyal to both our customers and team
trustworthy, reliable, and easy to get along with
enthusiastic and eager to take on new challenges
adaptable and willing to wear whatever hat gets the job done

Nice To Haves

a Bachelor’s degree or equivalent work experience
a minimum of 2 years experience in an IT-related field
an IT support certification such as Network+ or A+ Certification is preferred

Responsibilities

prioritize problems based on severity, urgency, and impact on the business; track all outstanding incidents until a successful resolution is reached.
conduct in-depth research and analysis of technical issues to determine root causes and develop solutions.
collaborate closely with cross-functional teams, including developers, system administrators, and network engineers, to resolve complex technical challenges and enhance overall system performance.
build, install, and maintain endpoints (Windows & macOS) in accordance with TBG standards, including supplemental software installations and licensing. Maintains any attached peripherals and printers.
make recommendations on new hardware purchasing based on the needs of the particular position.
administration of endpoint management systems for Windows (MDM) and Apple devices.
implement common preventive maintenance practices for Windows and Apple hardware and software. Apply Security patches/fixes as released by software manufacturers and other various vendors.
ensure system improvements and changes are documented and implemented correctly and completely; monitor all effects of any system modifications.
assist with administration and monitoring of data backup and recovery.
administration and monitoring of the endpoint security platform, (anti-virus/anti-malware).
administration and monitoring of VoIP telephony system and building access system including cameras.
participate in the successful deployment of I.T. projects including but not limited to the installation, virtualized environments, Network systems, and/or processes.
stay updated with the latest industry trends, technologies, and best practices in IT support and proactively apply them to improve service delivery.
act as an escalation point for level 1 support staff, providing guidance and assistance in resolving complex technical problems including participating in the resolution of open infrastructure support tickets and to ensure all interactions (incidents, change tickets, etc.) are logged/maintained within TBG’s ITSM toolset.
maintain an up-to-date inventory of hardware and software assets, tracking and managing their deployment and retirement.
administration of Active Directory; Creating and implementing domain-level security policies such as password policies and rules. Review domain-level rights and privileges and perform changes as appropriate. Administer and apply group policies as needed. Creation and Management of user accounts.
troubleshoot basic issues associated with common TCP/IP protocols (DNS, DHCP, FTP, SFTP, etc.).
configure and diagnose issues involving LAN switches and wireless access points and VPN access.
support, deploy, and maintain applications such as Office365, Adobe Creative Suite, and Google Workspace. (Google Enterprise Email, Chat, Meet etc.) and other production-related applications.
perform advanced Hardware repair on laptop and desktop computers.
administration of Copiers, Printers including Zebra label printers.
perform miscellaneous tasks as requested by management.