IT Support Technician

EMPLOYMENT OPPORTUNITY:

Itasca is a global, employee-owned, technology-driven, engineering consulting and software firm celebrating its 40th anniversary in 2021 with over 180 employees. This is a full-time position based in the downtown Minneapolis Itasca Consulting Group, Inc. (ICG) headquarters.

POSITION OVERVIEW:

The IT Support Technician is part of a 3-person team supporting about 45-50 local and remote end users with about 200 workstations. This position provides general technical support in a fast-paced professional environment on a Windows domain. It requires excellent customer service communication and technical skills to diagnose, document, and resolve technical issues. Must have the ability to work independently, troubleshoot, problem solve and manage issues to resolution or timely escalate to team and management. This role will resolve technical issues by providing assistance and support for incoming queries and issues related to computer systems, software, and hardware, as well as clean up computers, run diagnostic programs to resolve problems, while creating a positive working relationship with each employee with whom they come in contact, recognizing that success is dependent not just on technical abilities, but also on a high level of customer service.

WHY ICG:

• 100% employee-owned company
• Performance bonuses (cash and company stock)
• Health, dental and vision benefits for full-time employees & their families
• Paid time off (starts accruing on day one)
• Paid holidays
• 401(k) with company match
• Company paid STD, LTD & Life Insurance

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Diagnose, troubleshoot, and manage to end users (customers) incidents to resolution or escalation in a timely manner
• Manage multiple incidents, priorities, and tasks promptly and efficiently
• Run diagnostics, repairs, maintenance, backups and updates while minimizing customer downtime
• Install, change, and repair computer hardware and software
• Configure software application and updates including MS Office 365, CRM, BitDefender antivirus, Itasca’s software, or other software as requested
• Ability to communicate technical issues in non-technical terms
• Document customer interactions
• Follow-up with customers to ensure issues are resolved
• Communicate all relevant IT events and issues with appropriate staff regularly and efficiently
• Work in a team environment and participate in team meetings
• Provide daily and weekly status updates as required
• Look for opportunities to simplify operations, and deployment plans while providing performance and agility
• Maintain quality of service by establishing and enforcing organization standards
• Identify and suggest possible improvements on procedures, policies, and guidelines
• Stay current on new technologies to provide effective environmental support
• Participate in deployment, training and security projects as needed
• Other ad hoc duties as assigned

QUALIFICATIONS, SKILLS & ABILITIES:

• Associates Degree or Technical College Certificate in related field or at least 3+ recent years of full time Help Desk experience or equivalent combination of education and experience
• A+ Certification preferred
• Thoroughness on work product
• Excellent communication skills (verbal and written) and high level of customer service skills
• Ability to diagnose and resolve basic technical issues utilizing problem-solving, diagnostic, and decision-making skills
• Ability to communicate and function effectively within the team and all staff, with excellent team collaboration skills
• Ability to set priorities, multitask, and resolve conflicts when they arise
• Strong Windows PC Desktop/Workstation/Laptop/Tablet, MS Office 365, Mobile Devices/IOS/Android, Keyboard/Mice, Monitors, Printer, Scanner, phone and peripherals support skills.
• Basic administration of MS Server 2016, Exchange 2016/2019, Active Directory, Barracuda email, and Bitdefender security suite skills.
• Basic network/administration/support (including IP addressing, switching, DNS, DHCP and supporting VPN Clients) skills.
• Ability to work onsite weekdays and on-call weekends, evenings, holidays as needed
• Ability to lift 50 lbs. (PCs, peripherals), bend, stoop, crawl, and reach. May require ladder or stepstool.
• Repetitive (keyboard and mouse) motion
• Sedentary office environment
• English proficiency
• USA work authorization

Other desirable skills:

• Comptia N+ certification
• Toshiba phone system administration
• SonicWall UTM administration
• Software license administration
• High-performance PC design and creation
• VMware/ESXI administration
• Wi-Fi/WLAN administration
• PowerShell scripting/administration
• VEEAM administration
• Linux experience

This is a full-time position. The position is in Minneapolis.

Salary is commensurate with the successful candidates’ experience. We are an Equal Opportunity Employer. Additional information about Itasca can be found at www.itascacg.com.

Please send a cover letter and your CV to info@itascacg.com.