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Advanced IT Support Representative
Ref No.: 18-05571
Location: Chanhassen, Minnesota
Position Type:Right to Hire
Pay Rate : $ 20.00 - 28.00 /Hour
Advanced IT Support Technician - 4 Openings!
6+ Month Contract to Hire
Chaska, MN


Position Overview:
  • This role provides call-response and advanced technical support experience to a variety of technical situations.
  • Advanced Support technicians are often involved in the design and implementation of new systems (especially concerning end-user facing technology,) provide advanced troubleshooting services, perform some system administration duties, and affect the transfer of responsibilities from advanced support groups to front-line service entities.
  • Interact with the ServiceDesk, infrastructure, management teams, end-users, development groups, and vendors to address issues escalating beyond Level 1 Support.
  • Provide support-centric subject matter expertise on desktop technologies including, end-user applications, operating systems, hardware, and peripherals.
  • Complete advanced administrative tasks in support of internal request management processes (access requests, hardware and software requests.) Provide guidance and support for service-enablement systems used by ServiceDesk, Staging and Configuration, Field Service Management and Campus Technology Services (imaging, remote configuration, virus management.)
  • Participate in the issue escalation processes.
  • Assist with troubleshooting, information gathering, and follow-up tasks while helping the ServiceDesk and Technical Resolver Groups drive problems through to resolution.
  • Identify and document administrative duties or advanced tasks which could be completed by the Level I or Level II groups.

Position Requirements:
  • 4+ years of experience in an IT support position
  • Experience working with ServiceNow as a ticketing system
  • Must have experience with Airwatch and supporting Mobile devices
  • Must have experience supporting iPads
  • Looking for someone that can quickly resolve tickets and high priority issues – must possess the capability to prioritize issues from most to least critical.
  • Must be comfortable dealing with all levels of an organization and supporting high level executives when needed.
  • Looking for someone that has some network administration experience or exposure
  • Must be able to support a flexible schedule (evening and weekend availability if necessary.)
  • Good documentation skills, including the ability to prepare simple documentation are highly desirable.
  • Polished presentation and communication skills are required, including proficiency in the Microsoft Office Suite of applications, specifically Excel, Word, and PowerPoint.