About the role
Back to Jobs Desktop Support - Primarily remote Saint Paul, MN Long term w2 or c2c Apply to this Job Description *** Very long term project; initial PO for 1 year but expect to go for 3-4 years ***Webcam Interview*** Primarily remote; rare onsite visits; need 3 references Job Description: Tasks Provide timely and consistent IT phone-based user support Maintain high-quality end-user experience Meet real-time service objectives (RSOs) Ensure proper documentation and escalation of incidents and requests Respond to incidents and service requests within defined RSOs Document troubleshooting steps and resolutions Escalate issues appropriately Maintain knowledge base accuracy Follow security and identity verification procedures Provide knowledge transfer Minimum Qualifications High school diploma/GED with four (4) years' experience in Technical Support roles An Associates degree substitutes for 2 years of experience A Bachelor's degree substitutes for 4 years of experience Desired Skills Knowledge of computer hardware, software, and mobile device components. Knowledge of Windows, macOS, and mobile operating systems, including configuration and troubleshooting. Knowledge of networking fundamentals such as TCP/IP, DNS, DHCP, and VPN. Knowledge of Active Directory, Group Policy, and endpoint security tools. Knowledge of ITIL best practices for incident and asset management. Skilled in diagnosing and resolving complex hardware, software, and connectivity issues. Skilled in prioritizing and resolving service tickets efficiently. Skilled in communication and collaboration with users, technical staff, and management. Skilled in analyzing and identifying trends or root causes of recurring technical issues. Ability to identify potential IT security-related situations. Ability to deliver high-quality, customer-focused technical support. Ability to manage multiple priorities and meet deadlines in a dynamic environment. Ability to adapt to evolving technologies and organizational needs.
Key responsibilities
- check_circleCollaborate with the team on day-to-day project tasks
- check_circleLearn tools and processes used by the organization
- check_circleDocument work and participate in team meetings
- check_circleSupport quality checks and continuous improvement
Requirements
- check_circleProvide timely and consistent IT phone-based user support
- check_circleMaintain high-quality end-user experience
- check_circleMeet real-time service objectives (RSOs)
- check_circleEnsure proper documentation and escalation of incidents and requests
- check_circleRespond to incidents and service requests within defined RSOs
- check_circleDocument troubleshooting steps and resolutions
- check_circleEscalate issues appropriately
- check_circleMaintain knowledge base accuracy
- check_circleFollow security and identity verification procedures
- check_circleProvide knowledge transfer
- check_circleHigh school diploma/GED with four (4) years' experience in Technical Support roles
- check_circleAn Associates degree substitutes for 2 years of experience
Skills & keywords
Benefits & perks
- check_circleMentorship
- check_circleCertificate of completion
- check_circleFlexible work arrangement where applicable