Gemini, Inc.

Support Engineer

• Serve 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
• Provide technical support to local customers in Garland / Cannon Falls and support virtually to customers throughout the organization
• Install, make changes, and repair computer hardware and software
• Manage D&IT Help Desk tickets in a timely manner
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Take ownership of user problems and follow up on the status of problems and communicate progress
• Determine the best solution based on the issue and details provided by the customer
• Escalate unresolved issues to the next level of support personnel when necessary
• Arrange for external technical support where problems cannot be resolved in house
• Record events and problems and their resolutions in Jira ticketing system
• Identify and suggest possible improvements on procedures and documentation
• Perform updates to existing documentation and publish new documentation as it pertains to D&IT Help Desk support
• Perform basic Active Directory functions including creating user accounts, resetting passwords, creating groups, etc.
• Perform 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