Technical Support Specialist

Horwitz; New Hope (MN); Hybrid; USD 52,000 - 72,000; Full time

Job summary

Horwitz is seeking a Technical Support Specialist to provide on-site and remote IT support for our main office and job sites in Minnesota. The role involves deploying, configuring, and troubleshooting IT equipment, including workstations, printers, network gear, and mobile devices, with travel to Fargo, ND on a regular basis.

You will support field teams, manage incidents via our ticketing system, and work with the IS team to resolve complex issues both remotely and in person.

Qualifications

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

Responsibilities

• Deploy, configure, and troubleshoot IT equipment at job sites and in office environments
• Provide ongoing technical support for remote jobsites and office employees
• Troubleshoot hardware, software, networking, printing, and connectivity issues
• Determine whether issues can be resolved remotely or require on-site visits
• Document configurations, changes, and troubleshooting steps; create support docs as needed
• Communicate clearly with users and maintain professional, responsive support
• Travel between office and jobsites; assist with relocations or decommissions as projects change

Skills

IT troubleshooting

Remote support

Customer service

Communication

Problem solving

Tools

MDM platforms

RMM platforms

IT ticketing system

Remote management tools

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