Technical Support Technician

Eden Prairie
Oct 01, 2017
Jan 03, 2018
Technical ProSource
Job Type
Employment Status
Full Time
IT Technical Support Technician - Contractor

If you are a self-motivated team player, who thrives in a fast-paced, constantly changing environment, passionate about building great products and learning new technologies, this is the job for you!   Summary:
Responsible for timely resolution and escalation of employee incidents and requests. This position requires top-notch internal customer-support service, with exceptional communication and customer relationship skills. Strong analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute support requests. Provide in person and remote field service support to technical and non-technical employees, supporting a variety of desktop, laptop, and mobile based devices. This position will troubleshoot intermediate level incidents involving but limited to productivity, and web based applications, Operating Systems, Active Directory, and Exchange. Further, this position is responsible for timely resolution and escalation of support requests.
Location: Eden Prairie, MN
Essential Duties and Responsibilities include the following (Other duties may be assigned):
- Execute the process around client equipment support. (Workstations, Laptops, Printers, tablets, mobile devices…) - Deployment and operation of management tools to enable automation in deploying new equipment, upgrading and patching existing equipment and produce reports.  (Workstations, Laptops, tablets, mobile device management, printers, manufacturing systems…) - Standardize equipment and SW in the organization - client image (PC, Laptop), printers, mobile phones, support BYOD programs as needed - Manage the client equipment lifecycle (Purchase, build, deliver, upgrade, retire), set the standards and monitor compliance. - Deploy and manage printing / scanning solutions - Manage client security (patching of clients, define rights on machines, make sure antivirus and FW are operational on clients) - Asset management of client related equipment - Work closely with system architect and information security teams in designing and deployment of secure solutions. - Execute Incident, Change, and Root cause ITIL processes.  - Primary interface with a location, business unit, or region.  - Implement and maintain Security Standards along with standard operational processes. - Assure that service requests and incidents are delivered per SLA and OLA expectations.  - Contributing in the delivery of the Technology Roadmap.  - Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions.  - Execution of an 18 month to 3-year technology road maps based on reference architecture aligned to business requirements which will drive investment decisions in client's user productivity devices. - Primary partner with Network and Systems as the infield/on location smart hands.   
Essential Education, Skills and Experience:
- College degree, technical certifications, or equivalent experience required. - Previous ServiceNow experience a plus - Ability to handle many tasks simultaneously. - Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing. - Working knowledge of Microsoft Windows 7, 8.1 and 10 - Working knowledge of Microsoft Active Directory, Exchange, and the Office suite. - 2-4 years previous experience in Help Desk level 2 position. - 2-4 years troubleshooting and application support. - Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients. - A strong dedication to quality customer service, and a working knowledge of service delivery procedures. - Strong verbal and written interpersonal and communications skills. - Excellent follow through and attention to detail. - Strong problem-solving skills and decision-making ability. - Good task management and organizational skills. - General knowledge of business telephone system functionalities.   Physical/Environmental Requirements:
- Works in a pleasant office environment with other department staff, utilizing a computer workstation and various software applications. Specific work schedule is coordinated with direct supervisor. - Ability to lift and carry items weighing up to 50 lbs. - Travel requirement: 5-10% (local sites)