IT Support Technician

Description We are looking for an IT Support Technician to join our team in Winona. In this role, you'll provide hands-on IT support to colleagues onsite while also supporting our global team remotely, helping keep the wider IT department responsive and resilient. This is a great opportunity for someone who enjoys variety, likes solving problems, and wants to make a visible impact on how people work. We are actively integrating AI automation into relevant areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience. Work format is onsite.

Key responsibilities

JML (Joiners/Movers/Leavers) Ensure user account creations/deletions/changes are carried out promptly Coordinate equipment moves with internal teams and suppliers Remotely perform equipment configurations, changes and reinstallations Deliver induction IT training to new colleagues Access Management Grant and revoke access to resources as appropriate Obtain the relevant approvals before progressing any request Request licence/subscription purchases as needed Maintain role profiles (for role-based access control) Understand and implement the principle of least privilege Hardware and Software Support Troubleshoot hardware incidents, in person or remotely guiding colleagues Coordinate repairs and the delivery of temporary devices Troubleshoot software incidents, through remote assistance (desktop sharing) software or guiding colleagues as needed Collaborate with network administrators to configure and maintain network equipment at the offices General Manage the relevant ticket queues Record all requests (incidents, service requests, etc.) received through any media (e-mails, phone calls, instant messages, etc.) in the service management system Provide regular updates throughout the lifecycle of each ticket Maintain the ticket queues to provide a first-class experience Escalate tickets as appropriate (e.g. major incidents) Comply with the SLAs (service level agreements) Maintain the CMDB Create or update knowledge documents Manage licences and subscriptions in a cost-efficient manner Participate to IT projects; depending on the type of project, this could be in a lead or supporting role

Requirements

3+ years’ experience supporting Microsoft Windows 10/11, including: installation and reinstallation of the OS, printer configuration, VPN software installation and configuration, antivirus installation and support. 3+ years’ experience supporting the Microsoft Office productivity suite (Outlook, Teams, Word, Excel, etc.). 3+ years’ experience managing Microsoft/Office 365 (user and group management at a minimum). Understanding and practical implementation of good practices like separation of duties, role-based access control (“RBAC”), principle of least privilege, multi-factor authentication. Able to work towards objectives autonomously. Attention to detail. Excellent written and verbal communication skills. Able to work under pressure and with tight deadlines. Beneficial: Experience managing hardware in a warehouse/factory environment, including Zebra printers, scanners, industrial printers. Experience managing Apple MacBooks, macOS provisioning, Apple Business Manager. Experience supporting the Google productivity suite (Workspaces, Google Files, etc.). Relevant IT certifications.

Benefits

401(k) Dental insurance Health insurance Life insurance Paid time off Parental leave Retirement plan Vision insurance