HGA is seeking a professional IT Support Technician who is self-motivated, customer service driven and extremely organized for an excellent opportunity in our Minneapolis and Rochester offices. This individual will provide technical support and assistance to our internal users, ensuring seamless operation of computer systems, networks, and applications. They will maintain communication with the Help Desk Supervisor and the Help Desk team firmwide, that is timely, on-going, and accurate.
In this role you will: Assist with the creation of software images for the setup of PC’s and also for troubleshooting of PCs.Perform installations, change-outs, of hardware/software and peripheral components such as monitors, keyboards, printers, etc. for users upon request or as needed.Utilize technical knowledge to assist with the repair of existing network topologies following IT procedures and methods.Understand the importance of overall accountability and provide reports, verbal and/or written updates as requested. Utilize our IT Service Management (ITSM) ticketing platform to log, track, and prioritize support requests, ensuring accurate documentation of issues and resolutions. Provide technical assistance, troubleshooting, and training to all users as needed in a timely, courteous manner and solicit support from Help Desk team members when needed.Provide first line contact regarding all software, specifically AEC software, Microsoft Office (o365), Adobe products, and solving general problems.Participate and coordinate other issues to appropriate contacts in the firm, such as working with IT Infrastructure teams on servers, networking, and storage.Participate in scheduled hybrid support via web-conferencing, as well as overflow support during high volume periods.Travel to HGA’s regional offices to provide in-person support as needed.Participate in after-hours and weekend on-call support rotation.Be responsible for other duties as assigned.Ability to assist infrastructure and elevated support with tasks and projects as assigned. You will need to have: Associate degree in computer science or equivalent experienceA combination of formal education, technical training, certification, and/or experience that provides the requisite knowledge, skills, and abilities.Ability to understand and retain knowledge gained from field work, knowledge base articles, and higher-level support.Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical stakeholders.Minimum 1-3 years of experience in Desktop SupportLocal environment experience with the following preferred: CAE/CAD/REVIT, iOS, MacOS, Windows 10/11, PowerShell, SCCMWillingness to work a flexible schedule (off-hours support & implementation projects).Willingness to travel to HGA regional offices as needed. Salary Information:The pay range listed aligns to the geography of the office for which this position is posted. Actual compensation will be based upon work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Individuals in this role working more than 24 hours a week on a regular basis are eligible to participate in HGA’s robust benefit programs which include an annual bonus and success sharing bonus program, 401(k) guaranteed contribution, paid parental leave, medical, dental and life insurance plans as well as PTO and short- and long-term disability programs. Salary Range: $26.15 - $33.08 / hour
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