Technical Support Specialist

Job Description

Job Description

Open position in Columbia, MO, St Louis, MO, or Minneapolis, MN. In-office work schedule

Visa Sponsorship is not available for this position, now or in the future. Applicants must be legally authorized to work in the United States on a permanent basis without requiring employer sponsorship.

We're seeking proactive and personable Technical Support Specialists to join our team in Minneapolis, St. Louis, and Columbia, Missouri. This role is essential to providing reliable, first-line IT support across both macOS and Windows environments for offices across North America. You'll assist users with day-to-day technical issues, manage onboarding and offboarding processes, and ensure a seamless support experience for all staff and clients. You'll bring a solutions-first mindset, deliver exceptional support, and own the end-user tech experience in your local office. This role is ideal for someone who thrives on problem-solving, loves working with people, and can juggle multiple priorities with confidence and precision.

Essential Duties and Responsibilities (Other duties may be assigned)

• Respond promptly to support requests via ticketing system, phone, and internal communication tools. Utilize and update internal-trouble ticketing system with a clear breakdown of steps taken to resolve the user issue, providing clear, supportive, and ongoing communication with the user throughout the ticket lifecycle.
• Maintain and update ticketing systems, knowledge base, support documentation, change management, and asset records.
• Provide clear and concise day-to-day hardware and software technical support for our employees across North America. Including Mac and Windows laptop troubleshooting, SaaS configurations and administration, and implementing permanent solutions to recurring technical issues.
• Deliver excellent customer service with clear, friendly, and professional communication.
• Troubleshoot and resolve hardware, software, and basic networking issues on macOS and Windows devices.
• Hardware and software installation and configuration, including the creation of computer and SaaS accounts for employee new hires and departures.
• Manage both on-site and remote onboarding and offboarding procedures including device setup, user account provisioning, permissions, and documentation.
• New employee technical orientation, demonstrating to the user our hardware, SaaS offerings, and technical support portals.
• Escalate complex issues to local Technology Specialist and/or higher tier staff with clear context and steps taken.
• Provide end-user support for common tools including Microsoft 365, Google Workspace, Slack, and business-critical applications.
• Take ownership of the technology experience within your local office, collaborating with management on initiatives to enhance user experiences and promote enthusiasm for our workspace.

Qualifications - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2-3 years of experience in the IT field, preferably with supporting end user hardware, SaaS administration, and executing new user creation and hardware configuration.
• 2-3 years of experience with Windows Server administration.
• 2-3 years of experience with ITSM tools such as Jira Service Management or Freshdesk.
• 2-3 years of experience with Office 365 administration.
• 2-3 years of experience in Google Workspace administration.
• 2-3 years of experience with Windows/OSX MDM toolsets such as Jamf, Kengi, Intune and Autopilot.
• 2-3 years of experience with remote management tools such as TeamViewer and Splashtop.
• Confidence in expanding technical knowledge and proposing ideas to enhance user experiences.
• Dependability in seeking solutions to challenging issues and delivering results.
• Effectiveness in task prioritization and communication of project statuses to both staff and IT teams.
• Strong interpersonal skills to build relationships with users and external partners, effectively addressing their concerns.

Skills Required

• Knowledge/Ability to troubleshoot hardware issues and computer/systems diagnostics.
• Knowledge and experience managing and maintaining Ubiquiti Unifi and/or Cisco Meraki networks and wireless environments.
• Knowledge of basic networking fundamentals (TCPIP, Subnetting, DHCP, etc.)
• Knowledge of Windows and macOS troubleshooting (OS, Settings and File Permissions)
• Knowledge of usage and troubleshooting the Microsoft Office suite
• Knowledge/Exposure to the Office 365 platform and associated applications (OneDrive, Teams, SharePoint, InTune, Azure Active Directory, etc.)
• Knowledge of Windows Server platform fundamentals (Active Directory, Group Policy, File Access Control Lists, etc.)
• Knowledge of Jamf MDM fundamentals for macOS/iOS/iPadOS
• Knowledge to troubleshoot issues within the Adobe Creative Cloud suite
• Industry Certifications such as CompTIA, Security+, Microsoft 365, etc.

In addition to the job responsibilities, the ideal candidate must possess the following qualities:

• A desire to improve – The candidate learns and expands technical knowledge and produces ideas with confidence to enrich our users' technical experiences.
• Dependable – The candidate is accountable for finding answers for difficult challenges and delivering solutions.
• Approachable – The candidate is someone that all staff members know they can communicate with to receive consistent, friendly, and clear support throughout their request for support.
• Effective – The candidate must prioritize tasks and communicate the status of projects to both the staff and IT group.
• Detailed – The candidate focuses on the required details of their tasks to ensure accurate completion of all requirements for the position (including updating documentation/inventories and accurate timesheets)

Education

• Industry Certifications such as CompTIA, Security+, Microsoft 365, etc.

Total Perks Package

• The chance to be a part of a growing company and the next success story
• Amazing opportunities for career development
• Recognition programs
• Employee referral bonus
• Hybrid work schedule; 3 days in the office, 2 days working from home
• Fun and collaborative work environment
• Casual dress code
• Insurance Coverage (medical, dental, vision, life, and disability)
• 401(k) retirement plan, with employer 4% match
• Work/life benefits, including mental health and wellbeing support
• Flexible Time Off Policy
• Paid holidays, including agency closing Christmas Eve-New Year's Day
• Paid leave options, including sick leave, medical leave for self and family, and parental leave

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