IT Support Specialist

Job Description
We are looking for a mid-level IT Support Specialist who is comfortable interfacing with everyone from entry level coworkers to senior level executives as an ambassador for the IT Team. This person will oversee and supports computer systems and applications, offering critical assistance to system users. This role encompasses support for both hardware (desktop computers, printers, scanners, handheld devices) and software applications. The IT Support Specialist tracks all instances of support by creating and managing IT tickets using Jira ticket-tracking software, ensuring efficient resolution and user satisfaction. Assistance may be provided in person, via email, or via Teams, requiring excellent customer service skills.
Primary Responsibilities of This Position:
Provide first-level contact and convey resolutions to user issues using the JIRA ticketing system as well as a dedicated help chat.
Perform software configurations on stand-alone computers and laptops.
Offer technical support on the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software.
Move, add, and change desktop and laptop PCs and servers.
Provide end-user support, acting as the first point of contact for technical issues and escalating as necessary.
Resolve technical issues in a timely manner using available resources within the company.
Run reports, analyze common trends, and offer solutions to management.
Set up accounts and facilitate training for new users.
Configure passwords and accounts in Active Directory and Azure Active Directory.
Maintain a reimaging station for efficient software deployment and updates.
Lead documentation efforts for IT processes, solutions, and system configurations.
Ensure that policies are followed with regards to ticket creation and access requests.
Performs other related duties as assigned.
 
New Work Environment Structure:
This position operates in a hybrid work model, requiring 3 days in-office and 2 days remote work per week to encourage both collaboration and flexibility.
 
Physical Demands and Work Environment:
The role requires the ability to lift 55 lbs and perform twisting motions to the floor, reflecting the dynamic physical demands of IT support tasks.
Normal working conditions require normal to close concentration, visual attention, and manual dexterity. Moderate noise environment.
Must be comfortable working in a small team managing a high volume of tickets, ranging from tier 1 to tier 2 difficulty.
This position will by hybrid working 2 - 3 days out of our Eagan, MN office.