Job Description

3KeyLogic is a computer consulting company specializing in customized IT project and support solutions. We work with midsize to large clients mainly in the Healthcare and Manufacturing arenas. We are based out of Minneapolis with clients throughout the United States. This a full-time position. We are looking for an entry level IT Help Desk Technician to work onsite at our healthcare client location in Waconia, Minnesota.

An excellent IT Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must be customer-oriented and patient to deal with end users. You will answer queries on basic technical issues and provide solutions to solve them. The goal is to create value for our client that will help preserve our company’s reputation and business.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, Teams, walk-ins, and email. Record interactions using ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events, problems, and their resolution in ticket logs
• Follow-up and update customer with status or resolution
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements to procedures
• Help keep technical documentation current by contributing to KB updates and creations
• Includes after hours, weekends, and holiday on-call on a rotating schedule

Requirements

• IT degree from a technical school is preferred. Will consider experience as a help desk technician in lieu of degree
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• This is not a remote position – you must have transportation and be able to work onsite at the customer’s location
• Proficiency in English
• Ability to apply knowledge and logical thinking
• Excellent communication skills
• Customer-oriented and cool-tempered

• Knowledge/Skills/ Abilities

• Knowledge of PC hardware
• Knowledge of Microsoft Windows, Active Directory, and Group Policy
• Knowledge of Microsoft Office
• Knowledge of VMware, CITRIX technologies and Virtual Desk Infrastructure VDI

• Preferred License/Certifications
• Microsoft MCSA
• A+
• Network+
• Security+

Benefits

• Medical, Dental and Vision Insurance
• Life and Disability Insurance
• 401K Plan
• PTO and Paid Holidays

Salary

Pay ranges from $40,000 to $55,000 dependent on education and experience

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