IT Helpdesk Support Specialist
On-siteEagan, Minnesota, United States
Job Summary
Respond to user requests via telephone, email, remote access, and in-person while diagnosing and resolving advanced information technology hardware and software issues. Capture and document issue details and troubleshooting steps using a ticketing system to track problems, route requests, and record resolutions. Work independently to research and resolve complex technical issues, occasionally traveling to locations for urgent assistance. Collaborate with colleagues to research problem resolutions, write documentation, and develop policies. Maintain proficiency with Factory Motor Parts specific systems and technologies, staying current with relevant technological trends. Provide primary technical support to employees while developing knowledge of departmental roles and responsibilities.
Required Qualifications
- Associate's degree or equivalent experience
- 1-3 years in a help desk or other technical support role
- Ability to communicate and interact successfully with employees
- Attention to detail
- Ability to research and report on problems, solutions, products and vendors
- Creative thinking and problem solving
- Ability to capture and communicate the context of a situation
- Excellent oral and written communication skills
- Ability to work both independently and as a team member
- Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution
- Occasionally travel to locations to provide assistance in urgent situations
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