Desktop Support Administrator

Jobtailor; Plymouth (MN); On-site; USD 55,000 - 85,000; Full time

Job summary

Jobtailor seeks an experienced IT professional to provide on-site and remote support to a regional office and across the US/Canada. You will train end-users, document inquiries, and resolve complex hardware/software issues.

Responsibilities include workstation setup, network troubleshooting, and serving as IT point of contact during emergencies. Strong customer service and Windows Office 365 proficiency are essential.

Qualifications

• High school diploma required.
• Degree in Information Systems preferred.
• 5+ years of technical and customer service experience required.
• Experience with Mac OS X, Mobile Devices, TCP/IP, MS Office, Exchange, Teams, VPN, Remedy, TeamViewer, Lenovo, HP/Dell/Ricoh printers.
• Exceptional customer service skills.
• Enterprise experience supporting Windows OS.
• Proficiency with Office 365.
• PC encryption.
• Experience delivering hands-on customer training.
• Proficiency with Polycom AV conferencing devices.

Responsibilities

• Provide on-site technical support to a regional office and assist with tickets across the US/Canada.
• Conduct one-on-one end-user training in person or remotely and document inquiries.
• Respond to issues by creating, tracking, and documenting solutions in a support database.
• Install, configure, test, maintain, and troubleshoot workstations and related hardware/software.
• Analyze complex problems and implement corrective solutions.
• Troubleshoot network connectivity, wireless APs, and printer routing issues.
• Serve as IT point of contact for the facility during emergencies or maintenance.
• Consult with customers to obtain hardware/software/services and provide training.

Skills

Technical Support

Troubleshooting

Customer Service

End-User Training

Education

High school diploma

Degree in Information Systems

Tools

Remedy Call Tracking System

TeamViewer

Polycom AV Devices

VPN

Microsoft Exchange

Microsoft Teams

Mac OS X

Windows OS

Lenovo Laptops

Printers (HP/Dell/Ricoh)

Job description

Responsibilities

• Provide on-site technical support to a regional office and assist with tickets from locations across the US and Canada.
• Provide one‑on‑one end‑user training (in person or remotely) and assistance on a variety of software applications and computer hardware, documenting user inquiries and problems and working towards a solution.
• Respond to customer issues and requests by creating, tracking, and documenting solutions in a support database and monitoring the support queue.
• Install, configure, test, maintain, and troubleshoot customer workstations and related hardware and software.
• Perform analysis and diagnosis of complex problems for customers and recommend and implement corrective solutions.
• Troubleshoot network connectivity issues, including wireless access points, devices connected to the wireless network, preliminary bandwidth issues, and printer routing problems.
• Act as designated IT point of contact for the facility in case of any IT‑related emergency or maintenance.
• Consult with customers to obtain hardware, software, and services and assist the customer in obtaining the training necessary to use the product(s).

Requirements

• High school diploma required.
• Degree in Information Systems preferred.
• 5+ years of technical and customer service experience required.
• Experience with Mac OS X, Mobile Devices, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, Microsoft Teams, VPN, Remedy Call Tracking System, TeamViewer, Lenovo laptops and desktops, HP, Dell, and Ricoh printers preferred.
• Exceptional Customer Service skills.
• Enterprise experience directly supporting Windows Operating Systems.
• Proficiency with Microsoft Office Products (Office365).
• PC encryption.
• Experience delivering hands‑on customer training.
• Skilled with Polycom AV conferencing devices (Trios and Group Series).
• Strong interpersonal and communication skills.
• Excellent attention to detail, and the ability to prioritize and execute tasks effectively.
• Excellent time management skills to maintain high levels of customer service in a high‑paced, heavy workload environment.
• Ability to work overtime when critical situations and weekend maintenance issues arise.

Core Competencies

Demonstrates expertise in providing technical support and customer service, with a strong focus on troubleshooting hardware and software issues, delivering training, and maintaining high levels of customer satisfaction. Proficient in managing IT‑related emergencies and ensuring effective communication with users across various platforms.

Highest-signal resume keywords

• Technical Support
• Customer Service
• Troubleshooting
• Microsoft Office Products
• Network Connectivity

Hard Skills

• Technical Support
• Troubleshooting
• PC Encryption
• Microsoft Office Products
• Mac OS X
• TCP/IP Communication Protocol
• Windows Operating Systems
• Mobile Devices
• Remedy Call Tracking System
• TeamViewer

Soft Skills

• Exceptional Customer Service
• Strong Interpersonal Skills
• Excellent Attention to Detail
• Time Management
• Communication Skills

Industry Keywords

• End‑User Training
• Support Database
• Network Connectivity Issues
• IT Point of Contact
• Customer Training

Tools & Technologies

• Microsoft Exchange
• Microsoft Teams
• Polycom AV Conferencing Devices
• Lenovo Laptops
• HP Printers
• Dell Printers
• Ricoh Printers
• VPN