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RahrBSG · 11 hours ago

IT Support Specialist

Shakopee, Minnesota

Full-time

Onsite

Entry Level

$55K/yr - $63K/yr

1+ years exp

RahrBSG is a family-owned global leader supporting the craft beverage industry, and they are seeking an IT Support Specialist. This role provides front-line technical support to end users, diagnosing and resolving issues related to hardware and software, while ensuring smooth business operations.

BrewingCraft BeerFood and BeverageManufacturingWine And Spirits

Responsibilities

Deliver front-line personalized IT support for the company’s internal customer base, including remote and onsite users, using voice and remote capabilities

Responsible for meeting productivity and accuracy metrics by prioritizing, tracking, and attaining established goals. Ensure that resolutions are both timely and effective, aligning with response time objectives and quality standards

Escalate unresolved issues to appropriate IT teams or third-party vendors as needed

Support onboarding and offboarding processes including account creation, hardware provisioning, and software setup

Oversee installation, configuration, maintenance, and troubleshooting of user PCs and other company issued devices

Assist with system updates, patches, and antivirus deployments under the guidance of senior team members

Communicate updates to users that have been or may be affected by a technology related problem

Work on problems of diverse scopes where analysis requires effective resource use and evaluation of factors

Administer and maintain end user accounts, permissions, and access rights, ensuring company security standards are consistently followed

Monitor ongoing maintenance and updates for endpoint security systems and devices, ensuring appropriate planning and execution is successfully completed

Support wireless technologies and collaboration tools including Microsoft tools such as SharePoint and Teams

Oversee the maintenance and administration of printer and multi-function peripheral (MFP) technologies

Assist with system updates, patches, and antivirus deployments under the guidance of senior team members, including Disaster/Recovery procedures and processes

Create and maintain documentation of IT Support process and procedures and assists with IT team training and development

Assist with company IT projects both during and outside of business hours

Participate in IT on call rotation for off-hour support

Perform additional duties as requested to support, assist, and enhance the company’s goals and objectives

Qualification

Microsoft product knowledgeTechnical support experienceRemote support toolsOperating systems knowledgeCybersecurity understandingCustomer service skillsProblem analysis skillsCommunication skillsAdaptability

Required

Bachelor's degree in Computer Science or related field or equivalent combination of education and experience

1-3 years' experience in a technical support or service desk role supporting multiple business units in person and remotely

Strong Microsoft product knowledge level including Windows, Active Directory, Office365 including Teams and OneDrive

Experience with remote support tools and ticketing systems

Solid understanding of operating systems and platforms, hardware support, enterprise applications, and cybersecurity with a demonstrated ability to leverage knowledge to identify and correct opportunities

Strong communication skills in both positive and negative situations with a keen ability to adjust style and approach to fit the current need

Exceptional customer service skills with demonstrated empathy, patience, and professionalism in all user interactions, both internally and externally

Proven ability to interpret information clearly and accurately to concisely communicate and present data driven results and recommendations to stakeholders, senior management, and direct team

Proven ability to support multiple user device types including desktops, laptops, 2 in 1, and mobile devices

Follows defined procedures while also providing constructive feedback for improvement

Proven ability to effectively support remote offices and users

Proven ability to work cross-functionally with diverse teams

Strong problem/situation analysis skills with an ability to perform independent analysis and distill relevant findings and root causes

Demonstrated ability to manage multiple priorities simultaneously and establish priorities in a fast-paced, changing environment

Flexible and adaptable to learning and understanding new technologies