Technical Support

Job Title:  Technical Support
Location: Sioux Falls-Cherapa
Duration: thru 12/31/21

Job Description:

 Performs installations, trains, maintenance, troubleshoots and repairs of all LoB desktop hardware/software technologies.
Performs activations and supports mobile devices.
Assists with setup, and operation of audio visual hardware as; required by end user.
Determines appropriate hardware/software based on corporate policy and end user requirements.
Responds to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues.
Escalates incident, and questions to appropriate support groups.
Supports events, such as infrastructure changes, software releases and BCP etc.
Provides timely updates to Management about service issues, when appropriate.
Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves.
Assists administration and maintenance of non-desktop Technology Infrastructure component’s at the request of other Service Towers.
May assist with, installations, maintenance, troubleshooting and repairs of Office Telephony Systems.
Uses corporate Incident Management System to record and track all support work.
Maintains accurate hardware and software record using, Corporate Asset Management System for all corporate assets.
Performs time tracking tasks, as required.
May assist with the procurement of hardware and software.
Supports team’s abilities and functions through positive customer relations.
Contributes to, improvement/enhancement of processes and procedures.
Gains additional knowledge, and stays abreast of current technologies; through employee and company sponsored training, periodicals, and regular interaction with other team members.
Performs related duties as assigned by management.

What can you expect?

• You will work with a local team of IT professionals to provide end user support in a fast paced, fortune 500 company, to deliver support to colleagues in 9 offices throughout Minnesota, North Dakota, and South Dakota

• In this role you will occasionally support the Global Service Desk
We will count on you to:

• Work both independently and in a dynamic team environment with rapidly changing priorities and demands

• Provide technical assistance to our internal colleagues as well as install, upgrade, and troubleshoot hardware and software issues

• Activate and support mobile devices

• Handle remote repairs and configuration of IT equipment

• Manage new hire setups, including equipment configuration and orientation

• Respond to incidents in a timely manner; with appropriate level of urgency, and follow up with customers on all issues

• Travel occasionally for local, regional, and national projects
What you need to have:

• Strong communication skills both written and verbal

• Strong customer service skills

• Excellent organizational and time management skills

• Experience providing technical troubleshooting to end-user

• Excellent team working skills

• Desire to continue developing your skills

• Rare weekend work may be required

What makes you stand out?

• 3-5 years of IT support experience (help desk experience preferred)
• Ability to handle remote repairs and configuration of IT equipment
• Proficiency in supporting Windows 10 and Microsoft 365
• Apple experience is a plus


Some Key Things to Note: 

• Office is in South Dakota
• Approx. 125 colleagues
• Once per month, the analyst goes to Fargo, North Dakota to assist the 75 associates there. 1 overnight per month
• Microsoft 365, Teams
• Contract for now, potential for extension, slight potential for FTE conversion
• Must be fully vaccinated
• 1 round interview-2-3 participants
• The travel can be reimbursed