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    Systems Support Specialist - Minneapolis, United States - NorthMarq

    NorthMarq
    NorthMarq Minneapolis, United States

    2 weeks ago

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    Description
    Systems Support Specialist

    Have you got what it takes to succeed The following information should be read carefully by all candidates.
    Northmarq - Minneapolis, MN (Bloomington, MN)
    NORTHMARQ - WHERE THE BEST COME TO THRIVE
    Northmarq is entering a new era, and a landmark career opportunity is waiting for you. Northmarq is independent, and fiercely so, with the freedom to do things the right way. To hire the very best. To give them the resources to thrive. We do it because that's what we believe. Northmarq is not held back by principles, we're propelled by them. We and our clients are growing fast because we're providing something rare and valuable: easy access to the industry's best talent, an agile and collaborative style, and vast resources to execute flawless deals for our clients and partners. Northmarq was voted by Real Estate Forum as one of The Best Places to Work in Commercial Real Estate.
    Northmarq is seeking a Systems Support Specialist to join the Information Technology department in the Minneapolis (Bloomington, MN) headquarters office. In this role, you will be responsible for resolving incoming telephone requests and other service requests assigned within our ITSM System. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. The ability to quickly adapt to changing priorities and fluctuations in workflow is a requirement of a helpdesk support specialist.
    Position Responsibilities:
    • Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution of incoming incidents, requests, and demands.
    • Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to system admin support team
    • Providing basic user training in support of off-the-shelf applications and office products.
    • Performing remote system repair using remote tools.
    • Follow up with customers, provide feedback, and see problems through to resolution.
    • Maintaining and updating records, knowledgebase articles, and tracking databases.
    • Using best practices and knowledge of internal or external business issues to improve products or services.
    • Meeting departmental performance KPIs, goals, objectives, and responsibilities.
    • Demonstrating ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
    • Demonstrating knowledge and application of company policies and procedures while applying sound judgment within the scope of support of Northmarq.
    • Act as a subject matter expert for Salesforce-related tickets
    • Properly escalate unresolved queries to the IT Service Desk Team Lead
    • Other duties and responsibilities as assigned.
    What We're Looking For:
    • Associate degree or equivalent work experience.
    • 1 - 2 years of experience in a desktop support environment (Preferred)
    • Experience supporting Salesforce (Preferred)
    • Basic experience in working with Office 365 including Teams, Outlook, OneDrive, and Groups (Preferred)
    • Strong customer service background (Required)
    • Knowledge of Microsoft Windows operating systems
    • Knowledge of Microsoft Office Professional including Microsoft Teams
    • Demonstrated knowledge of TCP/IP and networking concepts
    • Proficient knowledge of remote support for all office hardware end devices
    • Responds to Salesforce-related tickets escalated from our user base.
    • Able to support clients remotely using tools provided by Northmarq
    • Strong communication skills with the ability to explain technical concepts to non-technical users.
    • Ability to communicate effectively through video conferencing and telephone interfaces (Teams, Zoom, phone, etc.)
    • Detail-oriented with demonstrated customer service and organizational skills.
    • Proficient problem-solving skills and ability to work independently or as part of a team.
    • Ability to follow through on tasks promptly.
    • Problem-solving skills to reflect the level of responsibilities.
    • Ability to maintain sensitive and confidential information.
    • Ability to work Monday to Friday between the hours of 10am to 7pm (Standard)
      • Occasional overtime during peak seasonal times
      • Work no less than 4 business days a week
    Northmarq offers a highly competitive benefits package including: medical, dental, vision, paid time off, 401K match and an annual discretionary contribution based on business performance, paid parental leave and adoption assistance, education assistance, volunteer paid time off, charitable contribution match and so much more
    PDN-9be aa-496f-a805-c730fa4bc1e8
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