Technical Support Specialist

Technical Support Specialist

The Technical Support Specialist provides technical support at our main office and remote jobsites. This position will be responsible for deploying, maintaining, troubleshooting, and supporting the technology used by our field teams. This role requires frequent jobsite travel and the ability to independently diagnose and resolve technical issues remotely and in person.

Responsibilities

• Field IT Deployment & Jobsite Setup
• Travel to new and existing jobsites to deploy, configure, and troubleshoot IT equipment, including workstations, laptops, printers and multifunction devices, large-format printers and plotters, network equipment and connectivity, mobile devices, and other jobsite technology
• Verify equipment and network connectivity are functioning properly before jobsite turnover
• Assist with relocating, expanding, or decommissioning jobsite technology as projects change
• Technical Support
• Provide ongoing technical support for remote jobsites and office employees
• Troubleshoot hardware, software, networking, printing, mobile device, and connectivity issues
• Determine whether issues can be resolved remotely or require an onsite visit
• Use remote management and support tools to troubleshoot and resolve user issues
• Track, prioritize, document, and resolve requests through the IT ticketing system
• Escalate complex issues to other members of the Information Systems team members when appropriate and follow up with users to ensure issues are fully resolved
• Mobile Device & Endpoint Management
• Deploy, configure, and support computers and mobile devices
• Use MDM and RMM platforms to manage and troubleshoot endpoints
• Assist with software installation, configuration, updates, and device maintenance
• Ensure devices follow established company IT standards and configurations
• Documentation
• Document jobsite technology configurations, equipment changes, and troubleshooting procedures, recurring issues, and resolutions
• Create new support documentation as needed
• Customer Service
• Provide professional, responsive, and approachable technical support to employees at all organizational levels
• Communicate technical information to users and keep them informed of support request status
• Demonstrate patience and professionalism while troubleshooting and build strong working relationships with office and field employees
• Perform other duties as assigned

Education & Experience

• 1 year of experience in an IT Help Desk, Service Desk, Desktop Support, or similar technical support role
• Experience troubleshooting Windows computers, laptops, peripherals, printers, and common business applications required
• Basic understanding of computer networking, including wired and wireless connectivity required
• Experience supporting technology in construction, engineering, manufacturing, or other field-based environment preferred
• Experience with MDM platforms and RMM preferred

Travel Requirements

• Travel between the office and jobsites required
• Travel to Fargo, ND approx. every other week