IT Support Technician

RESPONSIBILITIES:
Kforce has a client that is seeking an IT Technician in Plymouth, MN.

Summary:
The principal goal of the team is to provide excellent support by troubleshooting issues, fulfilling requests, and providing technical guidance at the first point of contact. This may involve direct interaction via in person, phone, or chat, responding to inquiries via email or the end user portal, or interacting with users through screen sharing and other virtual means.

Software/Hardware Support focuses on troubleshooting and improving our end user hardware and software environment. The team collaborates with all business areas to sustain and enhance the technical systems that enable the company to operate simply and efficiently in both mills and offices. They have a deeper understanding of O365, operating systems, and standard software suites. They also perform life cycle management of IT assets, including laptops, desktops, and peripherals.

Your Day to Day:
* Act as a primary support point for hardware, application, and data processing requests and issues from our facilities and offices across North America
* Respond to incoming requests (e.g., emails, dashboard alerts, text, chat, phone, or in person) and accurately identify, diagnose, prioritize, resolve/escalate the tickets within established SLA standards; Enter/update technical problems, causes, status, and solutions within the ITSM software
* Participate in an after-hours support rotation to provide support to end users
* Perform escalations to vendors or internal departments when necessary
* Under the direction of senior staff, help create/configure minor enhancements for the business or identified by the application team staff
* Support projects for software upgrades and new deployments, hardware updates and new deployments, Audio/Visual events
* Create and maintain documentation for standard Technical Support policies, procedures, and practices

REQUIREMENTS:
* Bachelor's degree in Computer Science or a related field
* 1+ years of experience in technical support
* Experience in providing excellent customer service
* Highly self-motivated and directed with keen attention to detail
* Be tech savvy and able to learn new technology quickly
* Exhibit a strong work ethic and must maintain the confidentiality of information at all times
* Familiarity with O365 and standard software suites
* Familiarity with Microsoft Admin Portals (Exchange, O365, Azure, etc.)
* Curious and solutions focused
* Solid documentation skills
* Experience supporting Operating Systems and the O365 Suite
* Excellent interpersonal skills with both technical and non-technical personnel

Good to Have:
* Experience with device endpoint management, including configuring, testing, and deploying machines using Autopilot/Intune or similar tools
* Knowledge of SCCM or other endpoint management tools
* Understanding of Active Directory (group policy management, Sites and Services, Users and Groups)
* Experience with ServiceNow or similar ITSM software
* Experience with project management, change management, and basic ITIL principles
* Experience or training in Design Thinking

Other Considerations:
* Conditions include working inside, occasionally working around machines with moving parts/objects, and occasionally lifting devices or boxes weighing up to 50 pounds
* Occasional irregular hours, including evening and weekend work and monthly on-call rotation

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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