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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 end users by diagnosing and resolving various technical challenges, addressing inquiries, and supporting IT-related tasks to ensure swift and effective resolution of IT issues, thereby minimizing operational disruptions.

This role offers a hybrid work environment.

Key Responsibilities:

  • Technical Assistance
    • Serve as the initial point of contact for user inquiries, effectively triaging and resolving or escalating issues as necessary.
    • Deliver ongoing support, troubleshooting, and resolution of IT-related problems while maintaining clear communication with users throughout the resolution process.
    • Assist with computer hardware, peripherals, and mobile devices, including troubleshooting and maintenance tasks.
    • Provide application support for Microsoft 365 and associated desktop, productivity, and collaboration tools.
    • Proactively suggest and implement solutions to prevent recurring issues.
    • Escalate complex or unresolved matters to advanced support teams when required.
  • Endpoint and User Account Management
    • Facilitate password resets and account unlocks to ensure secure access.
    • Manage user accounts, including provisioning, updates, and deactivations.
    • Oversee the installation, configuration, deployment, and updates of devices, software applications, and operating systems.
  • Training and Documentation
    • Create, update, and manage support tickets within an IT Service Management (ITSM) system to ensure accurate documentation of issues and resolutions.
    • Maintain 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 understanding and effectively utilizing IT systems, applications, and hardware, while contributing to FAQs and documentation of common solutions.
  • Adhere to established security protocols, support, and service management policies, ensuring all activities are thoroughly documented for auditing and future reference.

Essential Attributes:

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

Qualifications:

  • Associate's degree or specialized training in Information Technology is preferred.
  • CompTIA A+ Certification is preferred.
  • Minimum of 2 years of hands-on technical support experience in a corporate environment.
  • Proficient in common hardware, software, and technologies: Windows 10/11, desktops, laptops, tablets, Mobile Device Management (MDM), VPN, Microsoft 365 Exchange Online, Teams, and Office Applications.
  • Basic understanding of Active Directory, Azure AD, MFA platforms, networking, and server concepts.
  • Familiarity with remote management tools.
  • Experience with ITSM systems is a plus.
  • Ability to travel 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 or Endpoint Administrator Associate.