Data Recognition Corporation, Maple Grove MN
IT Service Desk Support, Level 2
Company cannot provide sponsorship for this role
Please, no agencies
Today, DRC’s business units serve the K-12 and adult education sector, Federal and state governments, licensure boards and associations, and commercial clients worldwide!
DRC has more than thirty years of proven experience in reporting and analytics, supporting Educational Technology (Ed Tech), Federal Research, and Commercial Services. We're committed to being an innovative and disruptive force in the reporting and analytics space as a company. We desire to provide modern, cloud-based advanced analytics solutions that create value and drive progress.
IT Service Desk Support, Level II - This IT Service Desk support technician role provides key hands-on services within the Corporate Technology End User Services team.
Identify, troubleshoot, and remediate/repair computer hardware and software issues for end users, applying advanced troubleshooting techniques.
Install, configure, and upgrade laptop/desktop operating systems, including Windows, macOS, & Linux.
Install, configure, and maintain key productivity software, including both MS Office 365 & Google G-Suite.
Build, deploy, and maintain laptops/desktops for end users, following a set of standard practices and processes.
Maintain accurate incident and service request records.
Configure and maintain desktop phones and employee voicemail systems.
Perform accurate IT asset and software/licensing management.
Provide conference room audio/video technology setup and support.
Write and edit knowledge articles, training materials, and end user communications.
Develop, publish, and adhere to standards, policies, and procedures of the team or department.
Work with the Information Security team to support risk mitigation.
Train end users on technology use, and/or train other staff on troubleshooting and diagnosing problems.
Provide in-person IT support at DRC sites within the Twin Cities area, ad hoc or on a scheduled rotation.
Participate in after-hours on-call IT end user support rotation, approx 1 week every 2 months.
Travel intermittently ( < 15% ) to remote DRC sites or remote meetings, within the United States.
Maintain a superior level of customer-focused service.
All other duties as assigned to support DRC’s internal IT functions.
Provide tier-1 technology support and resolution to end user incidents and requests, with interactions via telephone, email, instant message, and in-person at DRC’s Maple Grove headquarters.
2+ years of technical hands-on IT support experience.
Tech savvy with a strong working knowledge of end user computer systems, mobile devices, and relevant software technologies.
Experience utilizing an industry standard IT Service Management system such as Jira (or comparable ITSM tool)
Experience with enterprise collaboration platforms (Teams, Meet, Zoom).
Excellent problem solving skills, with an ability to diagnose and resolve basic computer technical issues.
Excellent interpersonal and communications skills. Ability to speak and write clearly, with confidence in translating technical concepts and terms for non-technical staff.
Patient, customer-oriented attitude.
Ability to multitask, prioritize, and manage time effectively across multiple activities.
Ability to work with remote colleagues and collaborate on solutions.
Excellent documentation and organizational skills.
Ability to travel and/or work off-hours upon planning and request.
Valid driver’s license. Ability to travel independently.
Passion, integrity, and energy!
Associates or Bachelors degree in IT, Computer Science, or related field
Relevant industry-standard technical certifications.
Customer service experience preferred.
Experience in administering and maintaining Apple MacBook and iOS devices.
Experience in administering and maintaining Linux-based end user devices.
Experience or interest in business and/or data analysis.
Ability to sit and/or stand for up to 8-hour periods of time.
Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day.
Ability to perform physical duties to move/install IT equipment. Ability to lift up to 40 pounds as necessary.
DRC retains the right to change or assign other duties to this position
No Agencies, Please
Company cannot provide sponsorship for this position