Job Description :
Duration: 6+months
Location: Brooklyn Center, MN

Prefer local candidates, but they might be open to non-local.

Job Description

Responsibilities Include, but are not limited to:
Provide first level phone and direct support for all “Break/Fix” requests for IT service by the organization.
Strive to provide first-call resolution on all requests.
Continually follow rigid processes in execution of daily and weekly tasks.
Provide detailed resolution documentation for all IT Service Requests.
Work with the IT Service Desk Team to implement new processes, procedures, and technologies.
Ensure top quality, speedy and friendly customer service to all customers.
Provide accurate workstation and Point of Sale system staging and restoration services.
Install and upgrade all applicable hardware, including client workstations, screens, printers, network gear,
including peripherals.
Complete ongoing training with our customers whenever necessary.
Complete smaller projects individually and also work with teams on large initiatives.
Work closely with external vendors to insure quality and accuracy of completed tasks.
Consistently meet Service Levels as set by the IT Operations Manager.
Follow procedures for First, Second, and Third Level Call Escalation for on and after-hours situations.
Required Knowledge, Skills & Abilities:
Must be able to work independently or in larger teams in an efficient manner.
Must be able to multi-task, quickly performing many tasks at once.
Must work well under pressure and maintain a professional attitude at all times.
Able to resolve complex issues by collaborating with a larger team in an open environment.
Must have a good attitude towards change, and be able to adapt quickly to change.
Must be able to identify and research possible trends and report them accurately.
Must be prompt, professional, and act with a sense of urgency.
Must have a passion for learning and personal growth.
Must be able to work a flexible schedule including nights and weekends.


1+ years in a customer-facing technical support environment (IT Service Desk or Help Desk preferred
2-year Computer Science degree or CompTia Certifications preferred (A+, Net+
Good working knowledge of all Microsoft Operating Systems, including Win7, XP, and MS Server 2008 preferred.
Ability to quickly support all MS Apps including Outlook, and versions of Office including Excel, Word, Access, PowerPoint preferred.
Ability to perform user and computer administration and maintenance in a 2008 Active Directory environment req preferred.
Good working knowledge of standard Gold imaging and deployment practices using SCCM and snapshots software preferred.
Installation experience of hardware including Workstations, Printers, and Network Devices, wireless access points, mechanical support arms, etc. preferred.
The person will be doing almost all of their work on the phone helping the stores role out software.