Information Technology Support Specialist

2 months ago

Minneapolis, United States netPolarity, Inc. (Saicon Consultants, Inc.) Full time

Role: Technology Support Specialist I

Location: Minneapolis, MN

Duration: 09 Months Contract


Job Description:


The On-site Technology Support (OSTS) Technician provides high-level technical support, guidance and advice to personnel in one or more of the following areas: networking, telecommunications, and/or high-level technical support - in accordance with Firm policy. The candidate should have a background performing in person support in a highly professional environment and possess very strong customer interfacing skills.


Responsibilities (include but not limited to):


  • Act as a sub-area or national resource in On-site (OSTS) applying technical knowledge to develop and implement solutions to complex technology issues.
  • Laptop troubleshooting, maintenance and administration.
  • Apple MacBook support and troubleshooting.
  • Apple iOS and Android device support; setup and configuration.
  • Knowledge and understanding of HP, Xerox and Canon print devices.
  • Anticipate and respond to complex technology support issues.
  • Strong knowledge and understanding of Win10, Office 365.
  • Instant Messaging tools; TEAMs.
  • Excellent customer service skills, meeting with users in person to resolve complex technology issues.
  • Ability to perform root cause analysis to quickly recover from service interruptions and to prevent recurring problems.
  • Analyze the impact of decisions, and guides others through the solution process in order to satisfy customer, OSTS and Firm needs and objectives.
  • Provide meaningful contributions to team efforts to enhance overall departmental effectiveness.
  • Leverage multiple resources or coordinating with other teams in order to meet customer needs.
  • Facilitate the implementation and support of defined Technology solutions.
  • Communicate system updates to customers as required.
  • Coordinate, track, and maintain inventory.
  • Document and track the status of inquiries coordinate appropriate responses and follow-up to ensure customer satisfaction using Service Now
  • Perform software and Firmware upgrades and testing as needed or part of an initiative or project.
  • Use root-cause analysis, and troubleshooting at the operational level, work to proactively identify technical and support problems and solutions to prevent future occurrence.
  • Participate in postmortem analysis of significant projects or events, sharing best practice techniques and solutions.
  • Share solutions throughout Global IT using appropriate channels. Familiar with Yammer, SharePoint and other collaboration tools.
  • Provide technical guidance and consult with customer stakeholders.


To qualify, candidates must have:

  • Degree in Computer Science or a related discipline; or equivalent work experience in IT Support
  • Approximately 1-3 plus years of experience in support of IT products
  • Technical expertise in various facets of PC support, which may include PC applications, hardware, tools, utilities, networking, telecommunications
  • Excellent interpersonal, communication and organizational skills
  • Ability to simultaneously work on multiple projects or assignments in a fast-paced and highly challenging environment
  • Able to work effectively with high level customers and other management personnel
  • Excellent Customer Service skills.

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