Technical Support Specialist

Gemini, Inc. • Cannon Falls, MN

7h • $24 - $31 • Hybrid

About The Position

Gemini is looking for a part-time temporary Technical Support Specialist to join the team at our location in Cannon Falls! This position is responsible for providing fast and useful technical assistance on computer systems for internal staff. This position will require answering queries on basic technical issues and offering advice to solve them and/or perform remote assistance to solve them directly. A successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. This mostly on-site position will be based in Cannon Falls, supporting this location as well as remotely supporting all of Gemini’s other contact center and plant locations. Come be a part of a positive, people-first culture that is focused on leveraging each team members’ strengths to help bring our customers’ unique signage products to life.

Requirements

• Proven experience in a Technical Support Specialist role or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Proficient with Windows operating systems and Microsoft Office products, including Office 365
• Ability to diagnose and resolve basic hardware and software technical issues
• Excellent oral and written communication skills
• Customer-oriented and cool-tempered
• Troubleshooting skills
• Team player, self-motivated, and eager to learn; must be able to work and contribute to a group

Nice To Haves

• Experience with Jira, OnBase, and HarrisData software platforms is a plus
• Incident Management experience – managing incidents including business expectations and communication is a plus
• ITIL qualifications and/or experience is preferred

Responsibilities

• Serving as the first point of contact for customers seeking technical assistance over the phone and via Jira ticketing system
• Diagnose and resolve tier 1 D&IT tickets
• Provides technical support to local customers in Cannon Falls and support virtually (over Teams, phone calls, screen sharing and remote sessions) to customers throughout the organization
• Installs, make changes, and repairs computer hardware and software
• Manages D&IT Help Desk tickets in a timely manner
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Takes ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Determines the best solution based on the issue and details provided by the customer
• Escalates unresolved issues to the next level of support personnel, when necessary
• Arranges for external technical support where problems cannot be resolved in house
• Records events and problems and their resolutions in Jira ticketing system
• Identifies and suggests possible improvements on procedures and documentation
• Performs updates to existing documentation and publish new documentation as it pertains to D&IT Help Desk support
• Basic Active Directory functions including creating user accounts, resetting passwords, creating groups, etc.
• Basic Microsoft Office 365 functions including managing licenses, updating/modifying user attributes, modifying user groups, etc.
• Assist with other D&IT projects as needed and as time allows.

Benefits

• This role is eligible for other benefits.

What This Job Offers

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