customer-focused IT Support Specialist
Role details
Job location
Tech stack
Job description
We are seeking a customer-focused IT Support Specialist to join our team and play a key role in delivering high-quality technical support within a manufacturing environment. This individual will troubleshoot hardware, software, and network issues while ensuring minimal disruption to both office and production operations. This position is located in Anoka, MN, onsite.
Responsibilities:
Own and resolve assigned IT support issues, ensuring timely resolution aligned with SLAs
Troubleshoot hardware, software, OS, and network-related issues across user environments
Provide remote support for systems and applications using standard tools
Escalate complex issues and collaborate with senior team members when needed
Partner with IT leadership to understand user needs, processes, and support strategies
Coordinate with team members to expedite issue resolution
Document incidents, troubleshooting steps, and resolutions accurately
Contribute to and maintain knowledge base articles
Support IT projects and infrastructure-related initiatives as assigned
Participate in on-call support rotation as needed
Requirements
Technical Skills
- 3+ years supporting Windows and iOS environments in enterprise settings
- Strong knowledge of:
- Windows 10/11
- Microsoft 365 / Office 365
- iOS and device management
- Active Directory & Azure AD
- SCCM (including imaging and PXE boot)
- Understanding of networking fundamentals:
- TCP/IP, DNS, DHCP, VPNs
- Experience supporting networking infrastructure deployments and changes
- Experience with ticketing systems (Freshservice a plus)
- Strong troubleshooting and problem-solving abilities
- Ability to manage IT asset inventory accurately
- Experience working within SLA-driven support environments
- Strong communication (written and verbal)
- Professional and customer-focused approach
- Detail-oriented with solid documentation habits
- Team-oriented mindset with strong collaboration skills
- Eagerness to learn and continuously grow technical skills
Benefits & conditions
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