707 IT Support Staff jobs in Coon Rapids

Description

Service Desk Analysts will provide customer service and technical support to all Client employees and is responsible for providing resolutions through expert problem identification, analysis and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation if needed for resolution.

Responsibilities:

• Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients

• Ensure tickets are created for all client interactions

• Understand and deliver on ticket escalation protocols

• Own the responsibility of tickets by ensuring statuses are kept current, documentation is clear and issues are resolved. Tickets must be updated in real time as events and actions occur

• Report progress to clients and notifying them of resolutions through various types of documentation

• Create documentation on frequently asked questions for use with other Service Desk Analysts or proactively on myTactile

• Maintain compliance with all appropriate regulatory requirements including HIPAA

• Perform other duties as assigned

Skills

Support, Windows 10, Troubleshooting, Active directory, Hardware, Technical support, Customer service, Windows, Help desk support, Help desk, Application support, Office 365, Customer support, Service desk, Microsoft, Ticketing system

Top Skills Details

Support,Windows 10,Troubleshooting,Active directory,Hardware,Technical support,Customer service,Windows,Help desk support,Help desk,Application support,Office 365,Customer support,Service desk,Microsoft,Ticketing system

Additional Skills & Qualifications

• Strong problem solving, time management, and communication skills

• A successful track record of troubleshooting complex problems and 1st call resolution

• Strong problem solving and listening skills coupled with patience to be able to assist end users with the questions and issues they may be experiencing

• Passionate and eager to learn new skills

• Demonstrated strong organizational skills

• Thrives in a team environment but is also self sufficient

• Must have the ability to multi-task, organize and document many tasks at one time

• Strong ability to clearly document issues and resolutions

• Ability to adapt to an ever-changing environment

• Commitment to customer satisfaction

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $20.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Minneapolis,MN.

Application Deadline

This position is anticipated to close on Aug 29, 2025.

h4>About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Request ID: 40907-1
Start/End Dates: 3/4/2024 - 9/30/2024
Location work will be performed: MNO001 - Eagan - 2825 Lone Oak Pkwy
Job Title: IT - Customer Technical Support Representative 4

Job Description: Job Title: Enterprise Systems Monitoring Tech

Location: Eagan, MN

Description

We are seeking an Enterprise Systems Monitoring Tech to join our team of qualified, diverse individuals. This position will be located in Eagan, MN. This is an on-site position with no telecommute possibilities. (Currently allowing hybrid remote 2 days/week)

The ideal candidate will have past incident management / help desk experience and great written and oral communication skills. We are looking for someone who is organized and have the ability to lead incident calls bridges. Confidence with Linux as a user on the command line is a plus. Candidates will also need to identify network related outages, so knowledge of networking is a strong plus.

NOTE:

This positions requires a work schedule of: Shift will be 11:00 PM CT to 7:30 am CT. Days off are still TBD but will not be weekend (M/Tu, Tu/W or W/Th). New Hires will need to work first shift (M-F) - days for at least the first two weeks for training purposes. Exact details will be discussed with candidate during interview.

Roles and Responsibilities:
• Monitor day to day operation of large-scale computing infrastructure involving 300+ applications.
• Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders.
• Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom) • Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution.
• Assist in triage and incident management with collection and analysis of performance metrics • Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance • Compose and send notifications to management for incidents.
• Monitor and execute incident and change requests.
• Able to type and communicate in an effective manner

Basic Qualifications:
To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
• High School diploma or equivalent and 5 years additional experience OR Bachelor's degree and minimum 1 year IT experience.
• Past experience with help desk or Incident management.
• Strong knowledge and understanding of networking • Basic understanding of Windows and Linux operating systems.
• Ability to identify and relay information and symptoms detected by monitoring tools.
• Ability to read and follow detailed instructions or procedures.
• Effective communication skills
• Must be able to obtain a Position of Public Trust Clearance - US Citizen or Permanent Resident (Green Card Holder) and must not have traveled outside the US for a combined total of 6 months or more in last 5 years.
• Must have resided in the US for the last 5 years • Must be able to work from Eagan, MN location. No remote work from any other location.

Preferred Qualifications:
• Bachelor's Degree in Computer Science or associated discipline • Familiarity working with enterprise monitoring products • Working knowledge of IT Service Desk model.
• Experience working in large-scale IT environment.
• Experience in Critical Incident Management, including communication with various levels of executive management (i.e. VP) via phone or email.

Technical Support Specialist

Job Summary:
A Technical Support Specialist provides technical assistance and support for incoming queries and issues related to software/firmware and hardware on Agiliti hospital beds, surfaces and support products. The Technical Support Specialist will troubleshoot and resolve and dispatch for both external and internal customer problems, ensure high levels of customer satisfaction, and contribute to improving overall support processes.

Key Responsibilities:

• Provide technical support via phone, email, chat, or in-person interactions.
• Diagnose and troubleshoot software and hardware issues for customers and internal employees.
• Guide users through step-by-step problem-solving processes.
• Document all customer interactions, solutions, and follow-up actions as appropriate.
• Liaison with Engineering for higher level solutions to customer issues.
• Assist in supporting documentation for field notifications.
• Identify patterns in technical issues and suggest improvements to support processes and documentation.
• Stay up-to-date with the latest troubleshooting techniques, and company product developments.

• An associate degree in electronics, mechanical engineering, or biomedical equipment technology. Alternative qualifications include Equivalent military training or Certified Biomedical Equipment Technician (CBET).

• Strong knowledge of Windows and Microsoft Office.
• Experience with troubleshooting medical devices in regards to hardware and test operations.
• Excellent verbal and written communication skills.
• Outstanding listening and collaboration skills.
• Demonstrates strong problem-solving and troubleshooting abilities.
• Ability to work independently and as part of a team in a fast-paced environment.
• Extensive knowledge of all aspects of supported equipment and quality control procedures.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to lift up to 40 pounds and work on equipment at floor level.

• Previous experience in a customer service-oriented technical role.

• Office-based work location.
• May require occasional on-site visits or travel for technical support and training needs.
• Rotational shifts or on-call availability may be required.

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

The Technical Support Specialist will provide expert technical support, repair guidance, and troubleshooting assistance for Graco products to enhance customer satisfaction. The Intermediate Technical Support Specialist will develop knowledge of all product lines and become proficient in diagnosing and resolving product and service issues, ensuring prompt and effective communication with field personnel, distributors, and customers. The Intermediate Technical Support Specialist will assist with training, report product defects, and collaborate with internal teams to implement solutions, all while maintaining adherence to ISO procedures and fostering strong relationships with stakeholders.

What You Will Do at Graco

Technical Support and Expertise

• Broad product knowledge in all product lines to support field personnel in servicing Graco products.
  
• Establish sound system troubleshooting and repair skills and knowledge on all assigned equipment.
  
• Provide troubleshooting and repair assistance through written and verbal communication methods (email, text, VRA, telephone) to Graco customers, distributors, and field personnel.
  
• Provide application assistance and make equipment recommendations.
  
• Remain the focal point for communication on product problems, actions, and resolutions.
  
• Meet department performance measures for response timing and quality.
  
• Complete standard warranty claims and follow standard business processes.
  

• Attend product training seminars to increase troubleshooting skills, application knowledge, and product awareness.
  
• Assist in product training sessions, covering basic technical and application aspects to support knowledge sharing within the team. Train and mentor other technical information specialists as needed
  
• Establish and follow best practices on customer interactions utilizing technical assistance tools and technologies
  

• Monitor and report product defects to the Customer Care Product Solutions Manager, contributing to ongoing product quality improvements.
  
• Create new and updated content reference library for quick and accurate product information.
  
• Establish and maintain a professional, responsive relationship with all Graco customers, distributors and other Graco departments
  

• Provide product and technical support to the field as required.
  
• Maintain knowledge of ISO procedures relevant to responsibilities, including warranty and quality policies, to ensure compliance. Drive escalation of product quality concerns and customer application issues promptly to ensure swift resolution and customer satisfaction.
  
• Deliver accurate, reliable decision-making information to support timely decision-making and effective resolution of customer inquiries.
  

• 2-year Technical Degree or equivalent experience
  
• 3+ years of technical assistance experience, product development (Lab), product service, sales, or related experience in a similar field
  
• Experience in product service, with a focus on providing technical support, performing troubleshooting, and resolving customer issues related to product performance.
  
• Experience working within a service department, including managing service requests, coordinating with technical teams, and resolving customer issues in a timely manner.
  
• Solid background in electronics, including knowledge of electronic components, circuit design, troubleshooting, and repair.
  
• Strong background in customer service, with a focus on understanding customer needs, providing timely and effective solutions, and maintaining a positive relationship.
  
• Proven ability to manage difficult customer interactions with empathy and problem-solving to ensure positive outcomes.
  
• Skilled in adapting communication style to suit the audience, whether delivering technical information, providing strategic insights, or addressing customer questions.
  
• Excellent verbal and written communication, presentation, and interpersonal skills.
  
• Strong PC and data entry skills.
  
• Strong proficiency in English.
  

• Global industrial manufacturing experience and knowledge.
  
• Bachelor's degree in a technical field
  
• Training experience
  
• Electronics & PLC experience
  
• Service department experience
  
• Customer Service experience
  
• Additional language skills
  

Technical Support Specialist

Job Summary:

A Technical Support Specialist provides technical assistance and support for incoming queries and issues related to software/firmware and hardware on Agiliti hospital beds, surfaces and support products. The Technical Support Specialist will troubleshoot and resolve and dispatch for both external and internal customer problems, ensure high levels of customer satisfaction, and contribute to improving overall support processes.

Key Responsibilities:

• Provide technical support via phone, email, chat, or in-person interactions.

• Diagnose and troubleshoot software and hardware issues for customers and internal employees.

• Guide users through step-by-step problem-solving processes.

• Document all customer interactions, solutions, and follow-up actions as appropriate.

• Liaison with Engineering for higher level solutions to customer issues.

• Assist in supporting documentation for field notifications.

• Identify patterns in technical issues and suggest improvements to support processes and documentation.

• Stay up-to-date with the latest troubleshooting techniques, and company product developments.

Required Qualifications:

• An associate degree in electronics, mechanical engineering, or biomedical equipment technology. Alternative qualifications include Equivalent military training or Certified Biomedical Equipment Technician (CBET).

• Strong knowledge of Windows and Microsoft Office.

• Experience with troubleshooting medical devices in regards to hardware and test operations.

• Excellent verbal and written communication skills.

• Outstanding listening and collaboration skills.

• Demonstrates strong problem-solving and troubleshooting abilities.

• Ability to work independently and as part of a team in a fast-paced environment.

• Extensive knowledge of all aspects of supported equipment and quality control procedures.

• Customer-focused mindset with a commitment to delivering high-quality service.

• Ability to lift up to 40 pounds and work on equipment at floor level.

Preferred Qualifications:

• Previous experience in a customer service-oriented technical role.

Work Environment:

• Office-based work location.

• May require occasional on-site visits or travel for technical support and training needs.

• Rotational shifts or on-call availability may be required.

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti’s investigation of such reports. Affirmative Action Policy Statements (

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

If you require assistance with your application, please contact

Primary Job Location:

Corporate MN

Additional Locations (if applicable):

Job Title:

Technical Support Specialist

Company:

Agiliti

Location City:

Eden Prairie

Location State:

Minnesota

Pay Range for All Locations Listed:

$60,802.85 - $97,305.79

This range represents the low and high ends of the Agiliti pay range for this position. This base pay range information is based on the market locations shown. For sales positions, this range combines the base salary and the target incentive pay. The actual pay offered may vary depending on several factors including geographic location, experience, job-related knowledge, skills, and related factors. Dependent on the position offered, short-term and/or long-term incentives may be provided as part of the compensation. Applicants should apply via Agiliti's internal or external career site.

Securitas Technology, a part of Securitas, is a world-leading provider of integrated security solutions dedicated to enhancing safety and security for businesses of all kinds. With a team of more than 13,000 professionals across 40 countries, we strive every day to ensure a secure environment for our clients while delivering an unparalleled client experience. Our mission is powered by our people, expertise, and technology in health, safety, and security services.

POSITION SUMMARY:

As a Technical Support Specialist, you will play a vital role in overseeing and processing new alarm installations using various software systems. Your main responsibilities include providing expert technical support to field technicians and clients by diagnosing programming issues and analyzing incoming data. The ability to prioritize tasks and manage multiple responsibilities is essential in this role.

ESSENTIAL FUNCTIONS:

• Support field technicians in installing alarm systems by programming various alarm panels.

• Conduct system tests alongside technicians and clients.

• Verify alarm programming to ensure accurate responses and essential operation of alarm functions.

• Test equipment with clients or Securitas field associates to confirm proper operation.

• Utilize multiple software applications to manage essential data uploads and downloads for alarm program boards.

• Edit and maintain video router information accurately.

• Document zone descriptions and instructions into the MAS system after onsite testing.

• Handle incoming customer calls to activate pending install accounts and confirm dispatch instructions.

• Manage cellular account information and coordinate service calls to field technicians as needed.

• Follow up on long-standing pending installation accounts by consulting with sales representatives, clients, and field technicians.

• Process remote programming requests for alarm panels and communicate costs for customer options.

• Assist customers with arming, disarming, and pin number changes via phone.

• Troubleshoot programming issues for field technicians and clients, including report functionalities.

• Handle confidential documentation and electronic correspondence responsibly.

ADDITIONAL RESPONSIBILITIES:

• Input and process contracts within the MAS system following the C.A.R.E team’s operations.

• Organize files electronically in the new file retention system.

• Respond to alarm signals from various systems, ensuring accurate documentation and response for historical records, including dispatching necessary services.

• Perform after-hours database functions as necessary.

• Contribute to additional projects and monitor internal systems to ensure responsiveness to alarm activities.

• Uphold UL & ULC requirements for security facilities.

• Maintain organized records related to customer accounts and correspondence for compliance.

• Participate in team meetings, providing constructive feedback to management.

• Exhibit a positive, professional attitude and foster teamwork among associates.

• Assist in other operational functions as required to ensure the organization runs smoothly.

Our ideal candidate will have:

• A high school diploma or equivalent; an associate's degree is preferred.

• 3-5 years of relevant work experience.

• Strong skills in process documentation, project management, and task prioritization.

• Familiarity with various software systems including MAS, Bosch RPS, Honeywell COMPASS, and others.

• Outstanding customer communication abilities.

Securitas offers a comprehensive benefits package including:

• Opportunities for annual merit pay increases.

• Paid company training programs.

• Medical, Dental, Vision, and Life Insurance coverage.

• Company-paid short and long-term disability.

• 401K plan with a 60% match up to 6% of salary.

• Paid vacation, holidays, and sick time.

• Educational assistance programs.

• Exceptional growth opportunities.

• A wide range of employee discounts on travel, equipment, and more!

We are proud to be an equal opportunity employer committed to fostering a diverse workforce. Our core values of Integrity, Vigilance, and Helpfulness are exemplified by our employees every day as they serve our customers and the communities we protect.