Technical Support Specialist

Gemini, Inc.

Technical Support Specialist providing technical assistance for Gemini's signage products in Cannon Falls. Responsible for troubleshooting and resolving issues for internal staff primarily onsite.

Posted 5/6/2026part-timeCannon Falls • Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $24 - $31 per hourWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Proven experience in a Technical Support Specialist role or other customer support role
Tech savvy with working knowledge of office automation products, databases, and remote control
Proficient with Windows operating systems and Microsoft Office products, including Office 365
Ability to diagnose and resolve basic hardware and software technical issues
Excellent oral and written communication skills
Customer-oriented and cool-tempered
Troubleshooting skills
Team player, self-motivated, and eager to learn; must be able to work and contribute to a group
Experience with Jira, OnBase, and HarrisData software platforms is a plus
Incident Management experience – managing incidents including business expectations and communication is a plus

Benefits

Comp & perks

This role is eligible for other benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingActive DirectoryWindows operating systemsMicrosoft Office 365hardware installationsoftware installationremote troubleshootingdiagnostic techniquesincident management

Soft Skills

communication skillscustomer-orientedteam playerself-motivatedeager to learncool-temperedownership of user problemsfollow-up skillsproblem-solvingsuggesting improvements