Gemini, Inc.

Support Engineer

• Serving as the first point of contact for customers seeking technical assistance over the phone and via Jira ticketing system
• Diagnose and resolve tier 1 D&IT tickets
• Provides technical support to local customers in Cannon Falls and support virtually (over Teams, phone calls, screen sharing and remote sessions) to customers throughout the organization
• Installs, make changes, and repairs computer hardware and software
• Manages D&IT Help Desk tickets in a timely manner
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Takes ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Determines the best solution based on the issue and details provided by the customer
• Escalates unresolved issues to the next level of support personnel, when necessary
• Arranges for external technical support where problems cannot be resolved in house
• Records events and problems and their resolutions in Jira ticketing system
• Identifies and suggests possible improvements on procedures and documentation
• Performs updates to existing documentation and publish new documentation as it pertains to D&IT Help Desk support
• Basic Active Directory functions including creating user accounts, resetting passwords, creating groups, etc.
• Basic Microsoft Office 365 functions including managing licenses, updating/modifying user attributes, modifying user groups, etc.
• Assist with other D&IT projects as needed and as time allows.

Technical Support Specialist