Technical Support

Minnkota Power Cooperative•Grand Forks, ND

2d•Onsite

About The Position

The Technical Support position provides superior customer service that assists with end user needs arising from everyday hardware and software use. Technical Support is responsible for installing, diagnosing, repairing, maintaining, and upgrading all end-point hardware and technology-related equipment. Technicians ensure optimal device performance and maintenance. Technical Support also repair and modify end user hardware and software. This position is an on-site role that is located in our Grand Forks headquarters building. The salary range for level I begins at $58,161 per year and level II salary range begins at $65,736. Appropriate compensation will be determined based on candidate's skills, education, and previous relevant experience.

Requirements

A two-year degree in computer science or other related area or equivalent combination of experience and education.
Proven ability to effectively interact with end-users in identifying and resolving technical issues, while maintaining an appropriate level of professionalism and composure
Ability to interact with end-users of varying skill levels and to provide appropriate training and assistance.
Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals.
Able to manage time and priorities effectively
Able to work efficiently with minimal supervision
Proficient in working with end-users remotely
Excellent analytical and problem-solving skills

Nice To Haves

CompTIA, A+ or Microsoft Certified Desktop Support Technician (MCDST) certifications.
Experience preferred with Windows Operating Systems, Microsoft Office applications.
Experience preferred with iOS mobile device management.

Responsibilities

Provide best-in-class customer service to meet the desktop and mobile technology needs of end-users.
Provide quick response and utilize problem solving skills to resolve escalated requests from the Service Desk regarding Endpoint issues/needs via telephone, email and desk-side support.
Work directly with end users and supervisor to resolve specific problems identified.
Take ownership of and accountability for technical issues while maintaining a high level of client satisfaction through effective communication and prompt resolutions
Troubleshoots desktop operating systems and application problems using internal guides and materials, online research, or by contacting vendors.
Coordinate with other IT staff to ensure prompt resolution and appropriate hand-off; troubleshooting, and diagnosis of issues.
Determine the root cause of problems through analysis and problem-solving activities.
Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction.
Proactively manage and maintain all end-point devices and software
Ensure the end point devices comply with standards on all appropriate patches and updates.
Review and maintain proper software inventory technical documentation
Maintains Appropriate Procedure Documentation.
Execute and/or support the imaging, installation deployment or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals.
Installs and configures desktop operating systems and applications.
Installs, configures, and troubleshoots new and replacement end user hardware: computers, monitors, peripherals, and mobile phones
Participate in development of procedure documentation, project implementation, and other tasks as assigned
Assist with research, planning, implementation, and integration of new technologies and equipment.
Assists in the development and implementation of procedures and policies for all cooperative IT operations.
Work with other IT staff to address critical tasks
Performs all other duties as assigned by IT management.