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IT Support Specialist

2 months ago

Minneapolis, Minnesota, United States Holmes Murphy & Associates Full time
IT Support Specialist

We are seeking a skilled IT Support Specialist to join our Information Technology team in Minneapolis, MN. As an integral part of our team, you will be responsible for providing technical assistance and support to our employees, ensuring seamless operation of computer systems, hardware, and software.

Key Responsibilities:
  • Provide tier two technology support for customers.
  • Provide exceptional customer service via face-to-face, telephone, and electronic communication.
  • Manage portable devices.
  • Manage support desk tickets escalated from tier one support.
  • Provide backup for tier one support as needed.
  • Create, escalate and route support desk tickets.
  • Document solutions and IT processes.
  • Support, monitor, and troubleshoot hardware and software issues.
  • Coordinate service requests for hardware and software.
  • Image and install software for personal computers.
  • Travel periodically to branch locations for various job functions.
  • Participate in technology projects.
  • Provide analysis reports as needed.
Requirements:
  • Must have a strong customer focus, results oriented.
  • Advanced knowledge of terminology used in association with computer hardware.
  • Intermediate knowledge of MS Office and Windows operating systems.
  • Ability to prioritize tasks efficiently and effectively.
  • Familiarity using multiple remote tools and utilities to provide technology support.
  • Knowledge of ITIL processes.
  • Capable of exercising discretion and independent judgment.
  • Ability to work with detail, follow directions and maintain a high level of accuracy.
  • Intermediate troubleshooting techniques with software and hardware.
  • Ability to communicate effectively with employees throughout the agency.
  • Ability to remain calm and professional during peak periods of inquiries.
  • Ability to maintain a professional appearance.
  • Ability to install or remove computer equipment which may require lifting of up to 40 pounds.
  • Capable of clearly and logically organizing and documenting ticket information received from users.
  • Must be knowledgeable of and comply with HMA's Client Privacy Policy, HIPAA regulations and E&O procedures and policies.
Qualifications:
  • Education: Bachelor's degree in computer or business-related discipline preferred.
  • Experience: Two years of desktop or second tier support in an Information Technology Department.

We offer a competitive benefits package, including paid parental leave, company-paid continuing education and tuition reimbursement, 401k profit sharing, and generous time off practices. We are an equal opportunity employer and welcome diverse candidates to apply.