IT Support Technician

LOCATION

Monday - Friday, 8:00 am - 4:30 pm
Golden Valley, Minnesota (hybrid work option available, must be based locally)

PAY, BENEFITS, AND PERKS

Hiring Pay Range: $21.00 - $29.00 /hour

• Competitive benefit package, including HSA employer contribution, and starting 1^stof the month after hire
• 401(k) Plan with employer match
• Ten paid holidays, no waiting period to receive holiday pay
• Generous Paid Time Off (PTO) and rollover options
• Volunteer Time Off (VTO), along with additional company sponsored volunteer opportunities
• Company paid benefits including Life Insurance, Short Term and Long Term Disability
• Employee Assistance Program (EAP)
• Educational Assistance options
• Rent discount
• Life Time Fitness Membership discount

The hiring pay range and list of benefits that are posted are an estimate and not designed to cover a complete listing of all aspects of the position. Reach out to Human Resources with any questions (hr@tbigos.com).

ESSENTIAL JOB DUTIES

• Demonstrated willingness to learn, work independently, and take initiative to improve Bigos Management
• Strong customer service skills with a spirit to serve.
• Respond to and resolve user issues within established SLA's, in a professional and polite manner.
• Identify and recommend updates to documentation, workflows, or systems to help reduce recurring tickets.
• Utilize remote support tools to troubleshoot client devices.
• Deliver onsite support as required to resolve issues.
• Troubleshoot and triage incoming support requests before escalation to ensure timely and effective resolution.
• Prepare reports on Help Center performance and issues for monthly meetings or as needed.
• Assist with IT onboarding for new employees.
• Lead iPad onboarding sessions for new maintenance staff.
• Configure, install, and maintain desktop and laptop PCs and peripherals.
• Help with the installation and configuration of applications and operating system software and upgrades.
• Collaborate with IT vendors, including ISPs, telecommunications providers, Microsoft, and other managed service providers, to resolve technical problems.

QUALIFICATIONS

Education and Experience:

• A 4-year degree in an IT-related field requires 0-6 months of experience which can include internships or on-campus jobs related to the IT field
• 2-year associate degree in an IT-related field requires 1 year of experience in an IT role
• High School or equivalent requires 3+ years of experience in an IT role

Skills and Abilities:

• Proficient in English with strong communication skills
• Demonstrates tact, diplomacy, and professionalism with colleagues and the public
• Strong customer service, decision-making, problem-solving, and time management abilities
• Capable of managing multiple tasks independently
• Requires reliable transportation, a valid driver's license, and proof of insurance for site travel

Knowledge of:

• Experience with Help Center management preferred (Zendesk or similar)
• Device setup: desktops, laptops, iPads
• Hardware troubleshooting and component replacement (hard drives, RAM, displays, peripherals, phones, printers)
• Software support for Windows 10 and/or 11, Microsoft 365 (Outlook, Word, Excel, OneDrive, SharePoint), Edge Chromium, Chrome

Physical Demands:

Must be able to sit for extended periods of time, while also frequently traveling to 50+ property locations around the Twin Cities. Must have strength to occasionally lift and carry items weighing up to 40 pounds; vision to read printed material and a computer screen; and hearing and speech to communicate in-person and over the telephone. Must be able to quickly and easily navigate Bigos properties and buildings as required to meet the job functions, including climbing stairs and walking the hallways and common areas.

Personal Protective Equipment: None

Work Environment: Corporate office, on property, and some ability to work hybrid after fully trained.