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Technical Support Specialist

2 months ago

Minneapolis, Minnesota, United States All Surfaces Inc Full time
Position Overview

Summary: The IT Help Desk Coordinator plays a crucial role in delivering exceptional technical assistance to users by identifying and resolving technical challenges, addressing inquiries, and supporting IT-related tasks. This ensures that IT concerns are managed swiftly and effectively to reduce operational interruptions.

Work Environment: This role is a hybrid position.

Key Responsibilities:

  • Technical Assistance:
    • Manage initial user issue intake, assess, and resolve or escalate as necessary.
    • Provide ongoing support, troubleshooting, and resolution of IT challenges while maintaining clear communication with users throughout the process.
    • Assist with computer hardware, peripherals, and mobile device troubleshooting and maintenance.
    • Support applications related to productivity and collaboration.
    • Proactively suggest and implement solutions to prevent future issues.
    • Escalate complex or unresolved issues to advanced support teams when required.
  • User Account and Device Management:
    • Facilitate password resets and account unlocks to ensure secure access.
    • Manage user accounts, including setup, updates, and deactivations.
    • Oversee the installation, configuration, deployment, and updates of devices, software applications, and operating systems.
  • Documentation and Training:
    • Create and maintain support tickets in an IT Service Management (ITSM) system for accurate issue documentation and resolution tracking.
    • Keep precise asset tracking records, including equipment and licenses.
    • Contribute to the development and upkeep of a knowledge base, documenting standards for processes and configurations.
    • Assist users in effectively utilizing IT systems, applications, and hardware, and contribute to FAQs and documentation for common issues.
  • Adhere to established security protocols and service management policies, ensuring all activities are documented for auditing and future reference.

Essential Qualities:

  • Self-motivated and results-oriented, capable of managing multiple tasks and priorities while maintaining productivity.
  • Detail-oriented with a proactive and collaborative approach to problem-solving.
  • Strong customer service skills, including active listening, empathy, urgency, and enthusiasm.
  • Excellent verbal and written communication abilities.
  • Willingness to learn and adapt to evolving technologies and business needs.
  • A genuine interest in delivering high-quality technical solutions.

Qualifications:

  • Associate's degree or specialized training in Information Technology is preferred.
  • CompTIA A+ Certification is a plus.
  • Minimum of 2 years of hands-on technical support experience in a corporate environment.
  • Proficient in common hardware, software, and technologies, including Windows operating systems and productivity applications.
  • Basic understanding of Active Directory, Azure AD, and networking concepts.
  • Familiarity with remote management tools.
  • Experience with ITSM systems is advantageous.
  • Ability to travel occasionally for on-site support as needed.

Preferred Qualifications:

  • Knowledge of endpoint security and basic cybersecurity principles.
  • Additional relevant certifications, such as Microsoft 365 Certified: Fundamentals, are desirable.