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Help Desk Support
Ref No.: 18-02421
Location: Eagan, Minnesota
Position Type:Contract
Start Date / End Date: 04/30/2018 to 09/28/2018
Job Title: Help Desk Support
Job Location: Eagan, MN
Job Duration: 5 months


The Sales Technical Support team provides one-stop technical phone support for US based sales employees, but we're more than a call center. We manage the hardware we support and empower our agents to make decisions that minimize downtime for our sales teams.

KEY RESPONSIBILITIES:
• Phone support for computer hardware problems, software issues, and connectivity issues
• Project work related to providing high-level support for customers and to reduce end-user downtime
• Completes administrative tasks such as hardware inventory, shipping, testing and minor break/fix of hardware

OTHER RESPONSIBILITIES:
• Works independently or as a team member on new applications, processes or projects
• Demonstrates problem-solving by using a combination of troubleshooting tools, experience and creativity to manage customer technical issues through to resolution
• Produces and shares well-written communications and documentation
• Quickly adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities and change
• Prioritizes tasks, managing project responsibilities, balancing phone and project work to meet deadlines

EDUCATION AND EXPERIENCE:
• 1 year of experience in information systems, preferably in a technology environment
• Experience supporting remote laptop computers and mobile devices
• An understanding of computer science concepts, various operating systems, networking, computer hardware, and a variety of software applications
• Technical project management experience strongly preferred with a high degree of discretion and independent judgment.

KNOWLEDGE AND SKILLS:
• Strong customer service skills and technical phone support experience
• Experience with Office365 support, troubleshooting and administration
• Support and management of Apple iOS/Android devices within a managed mobile environment
• Support home networking, VPN support and wireless routers
• Scripting, Excel and Access experience are preferred, but not required

REQUIREMENTS:
• Involves normal office environment and minimal special physical requirements (e.g., requires lifting of PC equipment)