Job description

Information Systems Technician

DESCRIPTION

We are looking for an Information Systems Technician in the Minneapolis, MN area to provide enterprise-level assistance to our SMB clients. You will diagnose and troubleshoot desktop and server software and hardware problems and help our customers install applications and programs. Technical Support Engineer responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions. To be qualified for this role, you should have a demonstrable background in IT support. Microsoft, Cisco, Linux or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and can explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

-Research and identify solutions to software and hardware issues

-Diagnose and troubleshoot technical issues, including account setup and network configuration

-Ask customers targeted questions to quickly understand the root of the problem

-Track computer system issues through to resolution, within agreed time limits

-Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue

-Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

-Provide prompt and accurate feedback to customers

-Refer to internal database or external resources to provide accurate tech solutions

-Ensure all issues are properly logged

-Prioritize and manage several open issues at one time

-Follow up with clients to ensure their IT systems are fully functional after troubleshooting

-Prepare accurate and timely reports

-Document technical knowledge in the form of notes and manuals

-Maintain jovial relationships with clients

REQUIREMENTS

-Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

-Hands-on experience with Windows/Linux/Mac OS environments

-Good understanding of computer systems, mobile devices and other tech products

-Good understanding of Microsoft Office including Microsoft Office 365

-Ability to diagnose and troubleshoot basic technical issues

-Familiarity with business class networks and firewalls

-Familiarity with remote desktop applications and help desk software

-Excellent problem-solving and communication skills

-Ability to provide step-by-step technical help, both written and verbal

-Certification in Microsoft, Linux, Cisco or similar technologies is a plus

-Tech School or College Degree a plus