- Located in Maple Grove, MN in a new, state-of-the-art facility!
- Onsite work schedule Monday - Friday (with flexibility when needed)
Position Summary: This position will be responsible for managing our enterprise applications, troubleshooting desktop computer hardware for PCs (Microsoft & Apple products) and providing IT support company-wide.
Key Accountabilities
1. Enterprise Application and System Management:
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Daily management of enterprise applications including Microsoft 365 and hosted phone systems.
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Create and support existing software installation packages.
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Create and disable Active Directory accounts, including onboarding new hires and contractors and offboarding departing employees and contractors.
2. Technical Support and Troubleshooting
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Provide technical support and prompt assistance via phone, email, chat, support ticket, deskside, and/or remotely for end-user computer systems, hardware, network connectivity, and software.
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Troubleshoot desktop computer hardware issues for PCs, Microsoft Surface, and MacBooks.
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Identify and resolve causes of blocked and/or bounced emails to/from clients or vendors.
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Coordinate with third party contractor to ensure end user support needs are met.
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Create, modify, and follow SOPs and existing user documentation and desktop support processes
- Serve as the primary contact (Tier 1/Tier 2) for users on hardware Help Desk issues, ranging from identification through successful resolution.
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Maintain ticket queues, ensuring timely responses to user inquiries and accurate ticket documentation as well as make recommendations on proactive training for end-users to reduce future incidents.
3. Hardware and Asset Management:
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Install, configure, and maintain desktop operating systems, applications, and utilities.
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Maintain end device images and update/deploy them when necessary.
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Maintain and troubleshoot printers.
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Install and provide routine maintenance on end-user PCs, MacBooks, printers, hardware, and software.
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Maintain and support handheld devices used in the warehouse
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Maintain asset control of computers, including auditing inventory on a quarterly basis.
4. Collaboration and Communication:
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Collaborate with IT colleagues and/or engage 3rd party technical experts/vendors to resolve complex issues.
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Support audio-visual needs for company meetings.
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Educate and onboard new and existing associates with provided systems and software packages.
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Communicate effectively with end-users, management, and IT colleagues to ensure alignment of technology solutions with organizational goals.
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Contribute to the development and implementation of IT policies, procedures, and best practices.
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Participate in IT projects and initiatives, providing technical expertise and support as required.
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Stay informed about industry trends, best practices, and new features in related technologies, recommending enhancements or upgrades as appropriate.
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Create and maintain user documentation, tutorials, and FAQs to facilitate self-service support and user empowerment.
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Perform other related duties as assigned
Knowledge, Skills and Abilities:
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Associate's degree in Computer Science, Information Technology, or a related field or 3+ years equivalent relevant experience
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3+ years relevant experience in maintaining, troubleshooting and repairing PC hardware, printers and peripherals
- Proficient in supporting both Microsoft 365 and Apple products
- Strong familiarity with Active Directory and Freshworks Service Management or similar ticketing systems
- Strong technical aptitude and experience providing help desk support in Windows environment.
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Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
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Excellent communication and interpersonal skills, with the ability to interact professionally with users at all levels of the organization.
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Detail-oriented with strong problem-solving abilities and a customer-focused mindset.
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Ability to work independently as well as with a team.
Work Environment
- This position involves sedentary work with frequent sitting and occasional lifting, carrying, pushing, walking, or standing.
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This role operates in a professional office environment/manufacturing environment where the noise level is moderate
- The employee must be able to work in a highly fragranced environment.
The work environment and/or physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ILLUME is an Equal Opportunity Employer.
We are not accepting candidate profiles from agencies at this time and this role is not open for relocation assistance. Candidates must be legally authorized to work for any employer in the U.S. without sponsorship.
ILLUME participates in E-Verify. Through participation in the E-Verify program, ILLUME electronically verifies the employment eligibility and Social Security Number of all new hires.