Systems Support Specialist I
$50,003–$60,008 year
On-siteMinneapolis, Minnesota, United States
Minneapolis, Minnesota, United StatesOn-siteFull Time$50,003–$60,008 yearAssociates DegreeLarge
Full TimeAssociates DegreeLarge
Job Summary
Resolve incoming telephone and ITSM system requests by triaging, categorizing, and acting on incidents using ITIL-based processes. Troubleshoot and implement fixes with minimal escalation to system admins, while performing remote system repairs and acting as a subject matter expert for Salesforce-related tickets. Provide basic user training for off-the-shelf applications and follow up with customers to ensure problems reach resolution. Maintain knowledgebase articles and tracking databases, identify trends and root causes, and escalate unresolved queries to the IT Service Desk Team Lead.
Required Qualifications
- unrestricted authorization to work in the U.S. for any employer, without the need for sponsorship now or in the future
- Associate degree or equivalent work experience
- 1 - 2 years' experience in a desktop support environment
- Strong customer service background
- Knowledge of Microsoft Windows operating systems
- Knowledge of Microsoft Office Professional including Microsoft Teams
- Demonstrated knowledge of TCP/IP and networking concepts
- Proficient knowledge in remote support for all office hardware end devices
- Responds to Salesforce-related tickets escalated from our user base
- Able to support clients remotely using tools provided by Northmarq Capital LLC
- Strong communication skills with the ability to explain technical concepts to non-technical users
- Ability to communicate effectively through video conferencing and telephone interfaces (Teams, Zoom, phone, etc.)
- Detail-oriented with demonstrated customer service and organizational skills
- Proficient problem-solving skills and ability to work independently or as part of a team
- Ability to follow through on tasks in a timely manner
- Problem-solving skills to reflect level of responsibilities
- Ability to maintain sensitive and confidential information
- Ability to quickly adapt to changing priorities and fluctuations in workflow
Desired Qualifications
- Experience supporting Salesforce
- Basic experience in working with Office 365 including: Teams, Outlook, OneDrive, Groups
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