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IT Support Technician

2 months ago

Mankato, Minnesota, United States OSG Full time
Job Overview

OSG is seeking a skilled Technical Support Specialist to provide exceptional support to internal users. This role is essential in maintaining the efficiency of our operations and ensuring that all processes are well-documented.

As a Technical Support Specialist, you will collaborate with a dedicated team to assist end users effectively. We are looking for an individual who is proactive and ready to engage with a supportive group of colleagues. Your responsibilities will include managing ITSM tasks, overseeing Asset Management, and escalating issues to the appropriate personnel when necessary.

This position operates Monday through Friday for a total of 9 hours, including a one-hour meal break. You will work closely with the Network Operations Center (NOC) team during your shift, with the possibility of weekend and off-hour duties as required.

  • Preferred working hours are from 8 AM to 5 PM (CT).

This role reports directly to the Manager of the Network Operations Center.

Key Responsibilities
  • Act as the primary escalation point for O365 Administration tickets directed to the NOC.
  • Assess issues and determine optimal solutions based on customer feedback.
  • Guide team members through problem-solving processes via various communication methods.
  • Redirect unresolved issues to higher-level support staff.
  • Maintain communication with customers and team members regarding the status of ongoing tickets.
  • Assist in the transition of specific functions during mergers and acquisitions, providing insights into the integration with OSG systems.
  • Propose enhancements to existing procedures for improved efficiency.
Qualifications
  • 5-7 years of demonstrated experience in complex corporate settings.
  • Strong proficiency in O365 and a solid understanding of Windows server administration.
  • Familiarity with AWS, VMware, and HyperV for troubleshooting and ticket resolution.
  • Ability to diagnose and address basic technical issues both remotely and on-site.
  • Excellent verbal and written communication skills.
  • Customer-focused with a calm demeanor.
  • Willingness to work after hours when necessary to complete projects collaboratively.
Preferred Skills
  • Experience in O365 administration.
  • Knowledge of software patching and deployment via Tanium.
  • Familiarity with virtual systems such as AWS, HyperV, and VMware.
  • Experience with Service-Now administration.
  • Understanding of Okta.
  • Experience with imaging using MDT.
Education
  • Preferred: Associate's degree in IT-related fields.
Certifications
  • Preferred: MCSA.
  • O365 Administration.
  • AWS Certifications.