Help Desk Support Engineer
Blue Mantis
AndroidAzureMacOSServiceNow
IT Support Specialist
Sourcewell
full-time
Posted on:
Location Type: Hybrid
Location: Staples • Minnesota • 🇺🇸 United States
Visit company websiteSalary
💰 $52,645 - $84,200 per year
Job Level
Mid-LevelSenior
Tech Stack
AndroidAzure
About the role
- Provide IT technical support and incident resolution to internal customers and act as an escalation point for IT Support Specialists I.
- Receive and act on calls from internal technology users to support and resolve technical related issues.
- Follow incident management and service request policies and procedures to support effective incident recording and tracking.
- Keep end users informed on request or incident status and progress.
- Assess technical support requests/incidents to resolve or escalate to third-party support groups per SLAs.
- Contribute to IT process and service changes by identifying opportunities for improvement.
- Identify and document end user training requirements and education needs to reduce incident volume.
- Add to and update internal knowledge base used by IT Support and end users.
- Assist in creation of standard operating procedures and knowledge base content.
- Assist in support and maintenance of internal computer network, audio/video and telecommunications systems.
- Manage small- and medium-scale problems through problem lifecycle.
- Track all Sourcewell technical assets within the asset management system.
- Support and assist in key process improvements related to service desk and/or system stability and maintain critical performance metrics.
- Make recommendations for changes to call management policies and procedures.
- Lead small and medium-scale projects within the Systems and Services team.
- Provide training, support, and assistance with meeting room technology and online meetings.
- Participate in an on-call rotation and perform other duties as assigned.
Requirements
- AA or AS degree in information technology or related field AND a minimum of three (3) years of help desk support experience OR A combination of IT related post-secondary and/or professional education and demonstrated relevant work experience in help desk support equivalent to a total of five (5) years.
- For IT Support Specialist III: AA or AS degree AND a minimum of six (6) years of help desk support experience OR a combination equivalent to a total of eight (8) years.
- Three (3) years of experience with some of the following technologies: Windows operating system, Android and Apple cellular and tablet operating systems.
- One (1) year of experience with some of the following technologies: Microsoft 365 administration, Microsoft Azure, Crestron, Logitech meeting and conference room technologies.
- Preferred: AA or AS degree and five (5) years’ experience in help desk support (II) or eight (8) years (III) as specified.
- Experience with audio/video demonstration technologies (preferred).
- Strong aptitude for technical problem solving and customer service.
- Understanding of current applications and trends in PC support.
- Participate in an on-call rotation.
- Must be within a reasonable 2-3 hour driving distance from Staples, MN.
- Sourcewell is accepting applications from all states except: California, Colorado, Connecticut, Illinois, Massachusetts, New Hampshire, New Jersey, New York, Oregon, Rhode Island, Vermont, and Washington.
Benefits
- Hybrid position; subject to Sourcewell's telecommuting policies and procedures.
- Role expected onsite 2-3 days per week (flexible/hybrid work arrangement).
- Regular full-time (40 hours) position.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
help desk supportincident managementtechnical supportproblem solvingWindows operating systemMicrosoft 365 administrationMicrosoft Azureaudio/video technologiesCrestronLogitech meeting technologies
Soft skills
customer servicecommunicationtrainingproblem lifecycle managementprocess improvementdocumentationteam collaborationescalation managementend user supporttechnical aptitude
Certifications
AA degreeAS degree
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