Technical Support Analyst

2 weeks ago

Alexandria, Minnesota, United States Knute Nelson Full time
Job Overview

Position Summary

As a Technical Support Analyst, you will be responsible for delivering exceptional support for IT devices and software issues, ensuring a seamless experience for our users.

Core Responsibilities

• Provide first-line troubleshooting for technology-related problems.

• Configure and set up desktop systems for employees.

• Maintain and enhance office technology and systems to ensure optimal performance.

Values of Knute Nelson
Christian Heritage
We recognize that our Christian values are fundamental to the care we provide.
Valuing People
We believe our achievements are rooted in an engaged workforce capable of meaningful contributions, guided by a clear direction and opportunities for growth.
Customer-Centric Excellence
We strive to understand our customers' needs, respond effectively, and deliver a valuable experience.
Community Involvement
We see ourselves as vital members of the communities we serve, dedicating time and resources to enhance these communities, which in turn benefits those we serve.
Responsible Stewardship
We are committed to being prudent stewards of our financial resources to ensure the availability of funds necessary to fulfill our mission.

Required Skills and Qualifications

• Associate's Degree in Information Technology or equivalent experience of 1-2 years in a help desk role preferred.

• Proficiency in Windows 10 operating systems.

• Familiarity with iOS and Android mobile platforms.

• Strong analytical, problem-solving, and time management abilities.

• Capability to thrive in a dynamic environment with shifting priorities and deadlines.

• Excellent documentation skills.

• Experience with Microsoft Server OS and Active Directory.

• Basic skills in network troubleshooting.

• Must successfully complete a state-required background check.

• Ability to physically perform the duties associated with the role.

• Proficient in reading, writing, and speaking English to effectively communicate with staff and clients.

Key Duties

• Assess and troubleshoot all incoming incidents and requests, escalating when necessary.

• Document all support interactions within the ticketing system.

• Provide ongoing assistance for remote users and jobsite locations.

• Occasionally travel during business hours to various jobsite locations.

• Manage the deployment, inventory, and maintenance of hardware and software.

• Set up, configure, and deploy technology for new and existing staff.

• Offer guidance and support to staff on various technologies in use.

• Execute software upgrades as needed.

• Address and resolve end-user issues effectively.

• Coordinate support and services with multiple IT vendors.

• Work with healthcare-related systems as required.

• The responsibilities outlined above are representative of the nature and level of work assigned and are not necessarily exhaustive.

Additional Information
Exemption Status: Hourly Non-Exempt
Direct Reports: None
Leadership Received: IT Support Manager
Department: Information Technology
Division: Corporate, Support Services

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