IT Technical Support

Larson • Brookings, SD

1d

About The Position

As an IT Technical Support Agent, you will support key infrastructure functions by working with users, troubleshooting desktop hardware and software, participating in troubleshooting calls and meetings, and providing on-site assistance for Level 2 infrastructure issues. This technical role requires analytical and communication skills. You will resolve service desk issues, support desktop and mobile devices, assist with deployments and imaging, and support manufacturing and distribution IT equipment. You will also collaborate with managed services and vendors, document solutions, and create knowledge resources for users and IT colleagues.

Requirements

• Associate degree or higher in an IT/IS-related discipline.
• At least 2 years of work experience in service desk support and desktop support.
• At least 2 years of IT desktop and device problem-solving experience.
• At least 2 years of customer service experience.
• Experience handling IT service desk issues, particularly with Microsoft Windows desktops.
• Experience with Microsoft Active Directory and a basic understanding of account management.
• Experience with printers and barcode scanning devices.
• Demonstrated troubleshooting experience.
• Experience supporting mobile devices, including application installation and email configuration.
• Experience repairing and restoring computer hardware.
• Ability to diagnose and work with Windows 11 devices.
• Experience with ITIL and in-house ticketing systems.
• Experience using ServiceNow or an equivalent ticketing system.
• Customer-service orientation and proven customer service experience.
• Solid communication skills.

Responsibilities

• Resolve IT service desk tickets and issues in a timely manner, documenting solutions and creating knowledge articles.
• Provide desktop support by troubleshooting and installing hardware and mobile devices for in-person and remote users.
• Assist with IT desktop deployments and computer imaging activities.
• Support manufacturing and distribution IT hardware, including handhelds, barcode readers, printers, and scanners.
• Work with the Managed Services team to diagnose issues on Windows 11 devices.
• Triage issues received through the IT ticketing system, resolve them, and escalate to other technical resources when needed.
• Publish knowledge base articles for user self-service and for training and reference by IT team members.
• Work with IT vendors as needed to solve problems.
• Participate in troubleshooting calls or meetings and provide on-site assistance for end users with Level 2 infrastructure issues.

Benefits

• Annual bonus plan based on company and individual performance, or a role-based sales incentive plan.
• Comprehensive health plans.
• 401(k) program with a company contribution.
• Product discounts.
• Flexible time off benefits.
• Adoption benefits.
• Employee Resource Groups (ERGs).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree