Technical Support Specialist

Horwitz; New Hope (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

Horwitz is seeking a Technical Support Specialist to provide hands-on IT support at our main office and on remote jobsites. You will deploy, maintain, and troubleshoot the technology used by our field teams, and travel frequently to job sites.

You will diagnose hardware, software, networking, printing, and mobile device issues, determine remote vs onsite solutions, and document resolutions. The role requires strong customer service, the ability to work independently, and occasional after-hours

Qualifications

• 1 year of IT Help Desk or similar experience required.
• Experience troubleshooting Windows computers, peripherals, printers, and common business apps.
• Basic networking knowledge (wired and wireless) required.
• Experience in field-based environments such as construction/engineering/manufacturing preferred.
• Experience with MDM or RMM platforms preferred.

Responsibilities

• Deploy, configure, and troubleshoot IT equipment at job sites.
• Travel between office and jobsites; deploy, configure and troubleshoot IT equipment.
• Provide remote and on-site technical support for field teams.
• Use MDM and RMM tools to manage endpoints and devices.
• Document configurations, equipment changes, and troubleshooting procedures; create new support docs as needed.
• Escalate complex issues to IS team and follow up to ensure resolution.

Skills

Windows troubleshooting

Networking basics

Mobile device support

Remote support

Education

1 year IT Help Desk experience

Tools

MDM platforms

RMM platforms

Job description

The Technical Support Specialist provides technical support at our main office and remote jobsites. This position will be responsible for deploying, maintaining, troubleshooting, and supporting the technology used by our field teams. This role requires frequent jobsite travel and the ability to independently diagnose and resolve technical issues remotely and in person.

Position Details

These responsibilities generally describe the nature of the position and may not be all inclusive

• Field IT Deployment & Jobsite Setup
• Travel to new and existing jobsites to deploy, configure, and troubleshoot IT equipment, including workstations, laptops, printers and multifunction devices, large-format printers and plotters, network equipment and connectivity, mobile devices, and other jobsite technology
• Verify equipment and network connectivity are functioning properly before jobsite turnover
• Assist with relocating, expanding, or decommissioning jobsite technology as projects change
• Technical Support
• Provide ongoing technical support for remote jobsites and office employees
• Troubleshoot hardware, software, networking, printing, mobile device, and connectivity issues
• Determine whether issues can be resolved remotely or require an onsite visit
• Use remote management and support tools to troubleshoot and resolve user issues
• Track, prioritize, document, and resolve requests through the IT ticketing system
• Escalate complex issues to other members of the Information Systems team members when appropriate and follow up with users to ensure issues are fully resolved
• Mobile Device & Endpoint Management
• Deploy, configure, and support computers and mobile devices
• Use MDM and RMM platforms to manage and troubleshoot endpoints
• Assist with software installation, configuration, updates, and device maintenance
• Ensure devices follow established company IT standards and configurations
• Documentation
• Document jobsite technology configurations, equipment changes, and troubleshooting procedures, recurring issues, and resolutions
• Create new support documentation as needed
• Customer Service
• Provide professional, responsive, and approachable technical support to employees at all organizational levels
• Communicate technical information to users and keep them informed of support request status
• Demonstrate patience and professionalism while troubleshooting and build strong working relationships with office and field employees
• Perform other duties as assigned

Education & Experience

• 1 year of experience in an IT Help Desk, Service Desk, Desktop Support, or similar technical support role
• Experience troubleshooting Windows computers, laptops, peripherals, printers, and common business applications required
• Basic understanding of computer networking, including wired and wireless connectivity required
• Experience supporting technology in construction, engineering, manufacturing, or other field-based environment preferred
• Experience with MDM platforms and RMM preferred

Travel Requirements

• Travel between the office and jobsites required
• Travel to Fargo, ND approx. every other week