Technical Support Engineer I

Agiliti Health•Minneapolis, MN

4d•Onsite

About The Position

The Technical Support Engineer I is responsible for installing, maintaining, and supporting IT systems, providing both in-person and remote support for a variety of hardware and software. This role ensures technology is accessible and up-to-date, troubleshoots issues, procures equipment, and provides user orientation. The engineer will leverage an ITSM tool for documentation and communication, escalate issues as needed, and contribute to process improvement and problem management. Confidentiality and protection of operations are key aspects of this role.

Requirements

High school graduate
1 – 3 years of experience providing level 1 or IT help desk support
Experience working in a call center or answering phones in a professional work environment
Familiarity with a variety of technologies, including PCs, networks and software applications
Strong analytical and problem-solving abilities with attention to detail
Ability to analyze information and determine courses of action
Strong customer relationship skills
Organized, self-motivated and detail-oriented
Ability to maintain detailed documentation and communications
Strong communication skills, on the phone, in-person and electronically (i.e. e-mail, IM, text)
Strong computer skills
Basic knowledge of computer networking
Basic knowledge of information security concepts
Experience using and troubleshooting Microsoft Windows 10 and Windows 7 operating systems
Ability to multi-task
Willingness and desire to develop professionally
Ability to work proactively with little supervision

Responsibilities

Install, maintain and support IT systems, to include in-person and remote support of laptops, desktops, printers, scanners and software applications.
Ensure technology is accessible and equipped with current hardware and software.
Troubleshoot hardware, software and network issues.
Procure equipment as needed to meet end user requirements based on an approved equipment matrix.
Provide orientation to new users of existing technology.
Connect and set-up hardware equipment.
Install software on desktops and laptops.
Identify and prepare hardware for proper disposal.
Ensure hardware is properly secured before disposal.
Leverage ITSM tool to communicate with end users and document status.
Escalate issues as appropriate to management.
Seek process improvement and problem management opportunities.
Protect operations by keeping information confidential.
Prepare and install solutions by determining and designing system specifications, standards, and programming.
Improve operations by conducting systems analysis; recommending changes in policies and procedures.
Perform technical root cause analysis and outline corrective action for given problems.
Provide advice and/or training on proper use of company hardware and software.
Perform other duties as necessary.