IT Support Technician 2

Position Summary:

The IT Support Technician 2 is primarily responsible for monitoring help desk tickets, enabling user accounts, managing basic security/permissions, imaging systems and troubleshooting issues. As a frontline, first responder, the IT Support Technician 2 is the "face" of the I.T. department, assessing customer issues and escalating major problems to designated resources. This role requires strong communication skills (US English required), both verbal and written. Positive attitude, quick thinking and follow-up are key critical characteristics for this role. This is an onsite role in Brooklyn Park, MN.

Primary Responsibilities and Accountabilities:

• Ability to work with people to solve issues in a friendly, professional and positive manner.
• Work diligently to queue and respond to service tickets in a timely fashion that meets or exceeds the expectations of our users. Follow-up regularly on open tickets to ensure resources are responding and issues are brought to closure within set SLA's.
• To rapidly assess and triage issues as a tier one response team member, re-directing as necessary to appropriate peers to ensure quick resolution.
• Respectfully and expediently manage inbound help desk calls. Route urgent calls to designated peers for issues that cannot be quickly repaired. Alert management of major incidents. Draft and send communications identifying issues that may have widespread impact.
• Image Windows and Mac systems as required, including supplemental license installation.
• Prepare weekly reports on support incidents by level, top users, platform and system within the portfolio. Quantify performance against designated service level objectives.
• Review ticket volume daily and alert management of any outstanding incidents that require urgent attention.
• Work with SGS infrastructure staff to resolve tier 1 and 2 issues with production equipment and assist with deployment and maintenance tasks such as backup, configuration, and administration.
• Able to service SGS staff remotely outside of normal business hours when on call

General Location Requirements:

• Comply with all SGS standards, applicable regulations and departmental Standard Operating Procedures.
• Comply with SGS EH&S policies and procedures to maintain a safe work environment.
• Keep department organized and clean.
• Attend company-wide and departmental meetings.
• Assist in any additional responsibilities, as directed by management. This job description is not intended to be all-inclusive. You may be required to perform other reasonably related business duties as assigned by your manager or other management personnel.

Educational & Experience Requirements:

* Minimum of 5 years as an I.T. support professional
* Minimum of Associate's Degree from an accredited institution in Computer Science, Engineering, Graphic Arts or related category (Technical certification equivalent accepted)
* Experienced in both Apple Macintosh and Windows Server desktop platforms
* Experience with Active Directory account management as well as security permission management
* Ability to troubleshoot DNS as well as TCIP issues
* Proficient in Microsoft Excel
* Experience installing and configuring Adobe Creative Suite, Microsoft Office, a plus
* Experience in enterprise software licensing provisioning preferred
* Excellent English communication skills. French and/or Spanish a bonus

Supplementary Information:

This description is based upon management's assessment of the requirements and functions of the job as of the date this description was prepared or revised. It is a general guideline for managers and colleagues. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Management reserves the right on a temporary or indefinite basis to modify as necessary to meet changing business conditions.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $60,245 - $75,000 USD. Ultimately, in determining pay, we will consider the successful candidate's location, experience, and other job-related factors.

Group benefits currently include a selection of health care plans with prescription drug coverage, dental plan, vision plan, basic and supplemental life insurance, a flexible spending account for medical and dependent care expenses or a health savings account based on plan selection, short/long term disability and 401(k) Savings Plan.

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Technical/other training (preferred)
Associates (preferred)

Excellent English communication skills. French and/or Spanish a bonus (preferred)
Experience in enterprise software licensing provisioning preferred (preferred)
Experience installing and configuring Adobe Creative Suite, Microsoft Office, a plus (preferred)
Proficient in Microsoft Excel (required)
Ability to troubleshoot DNS as well as TCIP issues (required)
Experience with Active Directory account management as well as security permission management (required)
Experienced in both Apple Macintosh and Windows Server desktop platforms
(required)
5 years: Years as an I.T. support professional (required)