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Technical Support Specialist 4
2 months ago
We are seeking a highly skilled Technical Support Specialist 4 to join our team at the Metropolitan Council. As a key member of our Information Services department, you will play a critical role in providing technical support and leadership for our endpoint lifecycle team.
Key Responsibilities- Provide technical support and leadership for the endpoint lifecycle team, ensuring timely refreshes and delivery of technology needs for staff.
- Manage imaging, data transfer, app installation, and hardware setup during refreshes.
- Troubleshoot issues related to upgrades and maintain accurate records of all work performed.
- Coordinate staffing across locations and proactively manage Service Level Agreement (SLA) requirements.
- Oversee IT infrastructure implementation and maintenance, including hardware and software components.
- Collaborate with the Endpoint Manager on negotiations of vendors and services associated with all endpoints.
- Manage the endpoint refresh project and collaborate with Project Managers on additional projects involving endpoint support services.
- Manage internal and external deployment teams for technology refresh.
- Bachelor's degree in Computer Technology or a related field and four (4) or more years of experience, or Associate's degree in Computer Technology or a related field and six (6) or more years of experience, or High School Diploma or GED and eight (8) or more years of experience.
- Experience providing high-quality customer service in a ITIL best practices support environment with emphasis on incident and problem management, service-level management, asset management, security compliance, and adherence to documented policies, standards, and procedures.
- Project management certification or experience in project management, knowledge of security best practices related to data and asset security, proven ability to troubleshoot and solve hardware and software problems, demonstrated experience with PMBOK project management processes and methodologies.
- Experience with Microsoft Windows 7, 10 & 11, Active Directory Services, including AD components such as security/distribution groups, group policies, Asure, Intune, DNS and DHCP, and MS Office Suite (Word, Excel, PowerPoint, Outlook) and Office 365 environment.
- Skills with MDM's, ITSM tools, and ITAM, proven experience in providing high-quality customer service, including technical support directly to users, customer needs assessment to address service level agreements, and meeting quality standards for customer service.
- Strong communication skills, both verbal and written, and proficiency in presentations, seasoned leadership and delegation skills in a team environment, fast learner with the ability to quickly grasp new technologies.
- Competitive salary and excellent benefits package.
- Opportunity to make a difference and positively influence the Twin Cities metropolitan area.
- Encouragement to develop skills through on-site training and tuition reimbursement.
- Good work/life balance and a supportive work environment.
To apply for this exciting opportunity, please submit your application through our website. We look forward to hearing from you
