IT Support Technician

Description

We are looking for an IT Support Technician to join our team in Winona. In this role, you'll provide hands-on IT support to colleagues onsite while also supporting our global team remotely, helping keep the wider IT department responsive and resilient.

This is a great opportunity for someone who enjoys variety, likes solving problems, and wants to make a visible impact on how people work.

We are actively integrating AI and automation into all areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience.

Key responsibilities

JML (Joiners/Movers/Leavers)

• Ensure user account creations/deletions/changes are carried out promptly
• Coordinate equipment moves with internal teams and suppliers
• Remotely perform equipment configurations, changes and reinstallations
• Deliver induction IT training to new colleagues

Access Management

• Grant and revoke access to resources as appropriate
• Obtain the relevant approvals before progressing any request
• Request licence/subscription purchases as needed
• Maintain role profiles (for role-based access control)
• Understand and implement the principle of least privilege

Hardware and Software Support

• Troubleshoot hardware incidents, in person or remotely guiding colleagues
• Coordinate repairs and the delivery of temporary devices
• Troubleshoot software incidents, through remote assistance (desktop sharing) software or guiding colleagues as needed
• Collaborate with network administrators to configure and maintain network equipment at the offices

General

• Manage the relevant ticket queues
• Record all requests (incidents, service requests, etc.) received through any media (e-mails, phone calls, instant messages, etc.) in the service management system
• Provide regular updates throughout the lifecycle of each ticket
• Maintain the ticket queues to provide a first-class experience
• Escalate tickets as appropriate (e.g. major incidents)
• Comply with the SLAs (service level agreements)
• Maintain the CMDB
• Create or update knowledge documents
• Manage licences and subscriptions in a cost-efficient manner
• Participate to IT projects; depending on the type of project, this could be in a lead or supporting role

Requirements

• 3+ years’ experience supporting Microsoft Windows 10/11, including: installation and reinstallation of the OS, printer configuration, VPN software installation and configuration, antivirus installation and support.
• 3+ years’ experience supporting the Microsoft Office productivity suite (Outlook, Teams, Word, Excel, etc.).
• 3+ years’ experience managing Microsoft/Office 365 (user and group management at a minimum).
• Understanding and practical implementation of good practices like separation of duties, role-based access control (“RBAC”), principle of least privilege, multi-factor authentication.
• Able to work towards objectives autonomously.
• Attention to detail.
• Excellent written and verbal communication skills.
• Able to work under pressure and with tight deadlines.

 Beneficial:

• Experience managing hardware in a warehouse/factory environment, including Zebra printers, scanners, industrial printers.
• Experience managing Apple MacBooks, macOS provisioning, Apple Business Manager.
• Experience supporting the Google productivity suite (Workspaces, Google Files, etc.).
• Relevant IT certifications.