Support Specialist I

Summit Fire And Security•Mendota Heights, MN

About The Position

The purpose of the Support Specialist I position is to provide front line support to all Summit Companies end users with their Information Technology issues. Fielding phone calls, using a ticketing system, and working with users both virtually and physically in person.

Requirements

High school Diploma, or equivalent, required
Basic experience in building, setting up and, troubleshooting of laptops / desktops.
Basic usage and troubleshooting experience with Microsoft Windows OS.
Basic usage and troubleshooting experience with Android and IOS Devices.
Must have the ability to effectively read, write and communicate in English with employees and customers.
Valid driver's license with acceptable driving record required.
Must be able to comply with SFPH's Drug and Alcohol policy and Background screening requirements, which may also include customer specific requirements based on contractual agreement.
Frequent travel required, up to 10%.

Nice To Haves

Associate's degree in Information Technology, Computer Science, Information Systems, Electrical Engineering, or related field, or equivalent work experience; preferred.

Responsibilities

Answer inbound phone calls for support, log them as tickets, escalate as needed.
Monitor, work, categorize, escalate as needed inbound helpdesk tickets via form submission or e mails to helpdesk system.
Ensure tickets in your queue are completed to the fullest ability and in a timely fashion.
Setup new user laptops, ship to the end user, remote help with setup and first login.
Setup new user mobile devices, ship to the end user, remote help with any setup that is left.
Assist users with logins to computers and supplied apps.
Assist users with company issued printers.
Assist users with company VPN connection as needed.
Assist users with minor app usage to be escalated to training division as needed.
Assist users with password resets, and MFA setup.
Other duties may be assigned.