Support Tech II - 9a-5:30p at SanMar in Shakopee, MN

Summary: SanMar is a company that values the impact of its employees' work. They are seeking a Support Tech II to provide Tier I and Tier II technical support for their Distribution Center, managing IT-related support calls and emails while assisting with various technical issues and projects. Responsibilities: - Answer incoming calls/emails for IT-related support - Consistently manage and prioritize job (ticket) requests in teams and personal queue - Clearly document issue description, troubleshooting steps, and resolution details in each support ticket - Perform desk-side support and IT equipment moves as necessary - Assist with meeting room AV setup and instruction - Provide assistance to staff and users in solving computer and warehouse technology problems - Provide installation and support of computer hardware and software (including peripheral devices such as printers) - Train staff and users to work with computer systems and programs - Partner with HR to ensure IT resources are available for new hires and terminations are processed in a timely manner - Complete various project-related duties as assigned - Perform other duties as assigned - Comply with all policies and standards Required Qualifications: - 1-3 years of IT support experience (Service Desk, Help Desk, or Call Center) or equivalent education/training - Experience troubleshooting PC hardware and software issues - Ability to provide excellent customer service and maintain a positive, supportive attitude towards the company, job, customers, and co-workers - Must create a high level of user satisfaction through accurate and timely follow up, strong technical skills, good customer communication, and relationship building - Excellent verbal and written communication skills - Excellent organization skills: demonstrating the ability to multi-task and prioritize daily responsibilities - Ability to work well under pressure - Ability to complete tasks in a thorough and timely manner - Ability to thrive in a dynamic, constantly changing environment - Ability and energy to work on multiple concurrent projects and switch focus as necessary - Ability to work efficiently with minimal supervision - Proficient knowledge of: Microsoft Windows OS, Mac OS X, and Microsoft Office Suite; PC and Apple devices and peripherals; Microsoft Windows and Microsoft Office; basic networking and connectivity; basic computer security practices; Android OS - Ability to quickly diagnose and fix problems - Ability to follow through and document issues as well as resolutions - Occasional after-hours and weekend work may be required Preferred Qualifications: - IT certifications (A+, Net+, CCENT, Microsoft certs) Required Skills: IT support experience, troubleshooting PC issues, IT certifications Important Skills: Microsoft Windows OS, Microsoft Office Suite, customer service Nice-to-Have Skills: multi-task, organization skills Benefits: Comprehensive medical, dental, and vision benefits, 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle, Life insurance, Short/long-term disability coverage, Paid maternity/paternity leave, Pet insurance