The IT Operations Engineer Associate in the Service Desk team is a foundational role, making it an ideal starting point for newcomers to the IT field. This role places significant emphasis on foundational skills, particularly in utilizing runbooks and adhering to repeatable processes for effective triage and achieving first-touch resolution. The focus is on delivering crucial first-line support for all IT-related issues, incidents, and service requests. This foundational role involves logging, tracking, and efficiently triaging IT related requests and issues, ensuring timely resolution by appropriate escalation when needed.  A key aspect of this role is maintaining a professional demeanor and clear communication when engaging with both non-technical users and executive leadership.

WHAT YOU'LL DO

Provide on-site IT support at Fortra’s Corporate Headquarters located in Eden Prairie, Minnesota. Receive, prioritize, and resolve service desk requests from end users courteously. Build rapport with Service Desk customers to gather problem details effectively. Apply diagnostic utilities and access resources for troubleshooting and problem resolution. Identify and learn organization's supported software and hardware. Perform preventive maintenance on workstations, printers, and peripherals. Escalate complex problems to experienced engineers when necessary. Conduct post-resolution follow-ups and develop user-friendly help sheets. Demonstrate productivity, timeliness, and effectiveness in all activities, including outside of normal working hours (weekends) where required.

QUALIFICATIONS

Must be local to Eden Prairie, Minnesota and able to work from the office at least four days a week. Knowledge of Microsoft Windows and Apple MacOS products (OS and application). Introductory networking troubleshooting skills. Good written and oral communication skills with a customer service orientation. Familiarity with hardware setup, and basic diagnostic tools. Knowledge of Microsoft 365, Active Directory and system administration basics. Ability to identify and resolve common IT issues and a proactive approach to learning. Highly motivated with a keen eye for details in technical tasks. Comfortable working in team-oriented environments and collaborating with others.

COMPETENCIES

Technical Proficiency: Demonstrated ability to troubleshoot and resolve common IT issues using established runbooks, tools and systems. Effective Communication: Communicates technical issues clearly, bridging the gap between technical and non-technical users. Customer Service: Prioritizes end user needs, demonstrating patience and commitment to resolving their IT concerns. Adherence to Procedures: Consistently follows organizational guidelines and procedures in all tasks and interactions. Task Prioritization: Effectively triages tasks based on urgency, ensuring timely resolution of critical issues.

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