IT Support Technician

IT Support Technician

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 and automation into all areas of the business and expect candidates with mindset focused on improving efficiency and deliver a better user experience.

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

Required Experience

• 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.

Muse Group Empowers Music Makers

We create the world's most popular apps for playing, recording and composing music. Through our innovative learning tools, expansive music catalogs and free open-source software, we make it easier for millions — from beginners to experienced musicians — to be creative every day. Our talented team of music lovers collaborates all over the globe, from Limassol to Seoul and Boston to Berlin.

We're an ambitious company with the drive and culture of a startup — with many more exciting Muse Group developments to come. Hal Leonard, which joined Muse Group in 2023, is the world leader in sheet music publishing and music education. The company has a storied history of providing music learners with the very best methods and arrangements of popular music for over 70 years. Hal Leonard is also a major distributor of popular brands of instruments, gear, and software to the music trade worldwide.