IT Support Technician
Summary
We are seeking an IT Support Technician to resolve escalated issues, improve first-call resolution, and ensure reliable, secure technology services across the organization.
Responsibilities
- Provide advanced technical support for hardware, software, network, and application issues via phone, email, and in person.
- Resolve Level-1 escalations by diagnosing root causes and delivering solutions aligned with Service Level Agreements (SLAs).
- Document, track, and close Service Desk tickets accurately in the ticketing system.
- Collaborate with senior IT staff to resolve complex or recurring technical issues.
- Train and support Level-1 Service Desk staff to improve knowledge sharing and first-call resolution.
- Install, configure, deploy, and maintain computers, peripherals, and authorized software.
- Recommend hardware and software upgrades to maintain current, functional technology.
- Create and maintain technical documentation, procedures, and standards.
- Provide basic end-user training to support effective technology use.
- Maintain confidentiality and adhere to high ethical standards (due to this role's direct access to sensitive systems and data).
Requirements
- Associate's degree in Information Technology or a related field.
- Minimum of 5 years of IT support experience.
- Strong troubleshooting skills across multiple platforms, operating systems, and applications.
- Experienced in using a service desk ticketing system.
- Excellent written and verbal communication skills.
- Ability to prioritize work, meet deadlines, and work effectively under pressure.
- Ability to lift up to 40lbs. and work on-site, 40 hours per week.
Preferred
- ITIL certification.
- CompTIA A+ certification.
- Experience with ServiceNow.
- Experience with JAMF.
This is a 6-month onsite contract opportunity with the Minneapolis client. Low-cost employee benefits, paid time off, paid Holidays, and a 401(k) (with an immediately vested company match) are available with TriCom during the contract period. H-1B visa sponsorship is not available for this position. No third parties, please.
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