IT Support Specialist

York Solutions, LLC; Brooklyn Park (MN); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

BCBS Medical Plans

Delta Dental Plan

Eye Med Vision

Life Insurance

401(k) Retirement Plan

Voluntary Insurance programs

Flexible work environment

Strong teamwork environment

Learning and development opportunities

Job summary

A leading IT support company is seeking an experienced Senior IT Support Specialist to join their Customer Support team. The role demands strong diagnostic skills for Level 2 technical issues and experience in Executive Support and AV technology. The ideal candidate should possess a Bachelor's degree in IT or Computer Science and have a proven track record in customer service and support for technical users. This position offers a flexible work environment with opportunities for both in-person and remote work.

Qualifications

• Experience in Executive Support and AV technology for conference rooms.
• Ability to document processes and knowledge base articles.
• Experience training or mentoring Level 1 service desk agents.

Responsibilities

• Provide technical support across the company.
• Diagnose and resolve Level 2 technical issues.
• Review and resolve Service Now incidents.

Skills

Bachelor's degree in Information Technology, Computer Science or equivalent experience

3 years of work experience beyond degree

CompTIA A+

Microsoft certifications

Knowledge of Windows 10 or 11

Experience in Microsoft Office products

Knowledge of ITIL methodologies

Experience supporting Executives

Diagnostic skills for complex issues

Strong organizational skills

Critical and analytical thinking

Excellent customer service

Education

Bachelor's degree

Tools

Service Now

AV technology

Microsoft Teams

Projectors and displays

Job description

Overview

Description Position Overview: seeking an experienced Senior IT Support Specialist to join our IT Customer Support team. The IT support Specialist II will provide technical support across the company. Users will have to be supported in person and over phone. Diagnose and resolve Level 2 technical issues with hardware and software. Review and resolve Service Now incidents and requests to ensure smooth operation of our IT systems to enhance productivity. Experienced in Executive Support and AV technology to support conference rooms for users. Critical thinking and analytical skills are required to identify root cause for tech issues and be proactive in problem solving.

Team/Department

Service Desk - IT Ops Support

Minimum Qualifications

• Bachelor\'s degree in Information Technology, Computer Science or equivalent experience in related field
• 3 years of work experience beyond degree

Preferred Skills

• CompTIA A+, Microsoft certifications preferred.
• Knowledge of Windows 10 or 11 operating systems & experience in Microsoft office products – Outlook, Teams, Azure etc.
• Knowledge of ITIL methodologies, Incident & Problem management basics in Service Now
• Diagnose and resolve advanced / complex / level 2 technical issues
• Experience in supporting Executives
• Experience supporting AV technology in conference rooms. Knowledge of conferencing systems such as projectors, displays, touch panels, Teams devices, ceiling/ table microphones, speakers etc.
• Ability to document processes, issues, resolutions & knowledge base articles
• Experience training or mentoring Level 1 service desk agents
• Self-motivated, strong organizational skills & attention to detail
• Critical & analytical thinking to identify root cause of tech issues
• Experience working effectively independently and within a team structure
• Provide excellent customer service and communicate clearly with non-technical and technical users & meet established Medica standards of customer service satisfaction levels and operational metrics

Benefits

• BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
• Delta Dental plan with 2 free cleanings and insurance discounts
• Eye Med Vision with annual check-ups and discounts on lens
• Life and Accidental Death Insurance paid by company
• John Hancock 401(k) Retirement Plan with discretionary company match
• Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
• Flexible work environment with some remote working opportunities
• Strong fun and teamwork environment
• Learning, development, and career growth