Infrastructure Support Technician

Troubleshooting

• Troubleshoot the network issues using software or network tools.
• Data backup scheduling & restoring and verifying with department staff as assigned.

Support

• Help staff by supporting hardware and software setup and configuration.
• Help staff to troubleshoot and resolve computer, software, peripherals and network connection problems.
• Install, set up and support new computers and software to user’s satisfaction.
• Provide technical and operational support for new hardware on network.
• Support workstation software upgrades or fixes.
• Work with colleagues to respond to network and technical questions.
• Aid in the identification and documentation of network application software installation and operations procedures on the network and evaluate those procedures to maximize efficiency.

Projects

• Collaborate with colleagues to complete network projects.
• Supporting remote access to staff and historic site maintenance.
• Leading the roll out of computers at sites throughout the network.
• Create the project plans and required tasks to complete work.
• Cookordination project resources, schedules, communications, and deliverables.
• Provide work directions to staff about assigned tasks for the project.
• Maintain documentation, checklists, updates, and comments in Trello cards and other project management resources.
• Detail meetings, emails and phone calls related to projects. Ensure documentation is clear and catalogued appropriately.
• Ensure projects are completed on time.
• Create and distribute reports as needed.
• Resolve the network help desk request within Computer Operations best practices procedures.
• Add and maintain users on the network; assigning application access, ensuring security, and maintaining their configurations are within standards.
• Investigate and resolve issues on network systems.
• Assist in providing computer/network requests and support relating to software and hardware problems reported by users.
• Resolve the moderate to difficult network help desk requests; ensure tickets are resolved and closed in a timely manner.
• Provide documentation of solutions for each help desk request in the tracking software to define potential needs of the network.
• Provide on call after hours and weekend network support when needed.
• Document the solutions of each help desk request completed into the tracking software.
• Monitor help desk software for requests from the IT team and route as required throughout the day.
• Maintain awareness of technology advances.
• Attend seminars that are directed to technology that is current or future developments.
• Train, or share with staff, information learned through professional development opportunities.

Experience

• Providing positive customer service skills.
• Performing maintenance on desktop equipment and services computer equipment, such as personal computers, monitors, printers, scanners, modems, and other desktop peripherals.
• Troubleshooting problems and making repairs and changes as necessary in determining a solution.
• Conducting independent research to learn more and resolve issues.
• Thinking imaginatively and problem solving.
• The ability to multitask, work effectively under pressure to meet deadlines, prioritize and adapt to changing priorities.
• Communicating effectively within the IT department and across language specialties.
• Establishing and maintaining positive interpersonal contacts to effectively serve in the technical support functions for all levels of personnel.
• Knowledge necessary to support PC hardware and printers, from older models to the latest equipment.
• Knowledge of network operations, support staff and vendors.
• Knowledge of how to install and support various network software applications. These applications include: Google applications, Microsoft 2010 workstation operating system and latest Office Professional.
• Backup and recovery software and methodologies.
• Best practices around management, control, and monitoring of server infrastructure.
• Network Switches and configuration. (Cisco & Unifi)

About Versique

Versique is a high-performance recruiting firm specializing in executive leadership search, direct hire, and interim hiring solutions. We are a locally owned and operated hiring and placement firm based in the Twin Cities of Minnesota. With specialized practice areas across our three divisions, we deliver tailored expertise to a wide range of industries. We are committed to creating a diverse workforce and are an equal-opportunity employer.