On-Call Technology Support Specialist

On-Call Technology Support Specialist

Department Q LLC is an IT Managed Services Provider located in Eden Prairie, Minnesota. Founded in 2003, we provide computer technology consulting as well as support and maintenance services to over 200 clients locally and around the world. Utilizing the most advanced tools, Department Q supports companies and individuals with their equipment such as computers, servers, networks, IP telephones, security systems and more.

Our small company is growing. We are looking for detailed, ethical, self-driven and professional candidates who have an eagerness to learn and operate strategically using proven processes and best practices.

About this role

The On-Call Technology Support Specialist role would include a blend of several roles such as IT consultant, technology support technician and computer network engineer.

We are seeking an on-call, field technician to help service the needs of our growing customer base. This person would be able to respond to the technical needs of clients during business hours (generally M-F 8am -4pm). Some work from home opportunities may be available as well. Typical on-site client needs include: troubleshooting internet and phone outages, new client onboarding, network diagnostic and repair, printer and hardware troubleshooting, new computer setups and more.

A technology consultant (IT consultant) works in partnership with clients, advising them on how to use information technology in order to meet their business objectives or overcome technical problems. They work to improve the structure and efficiency of IT systems in various organizations.

A technology support specialist helps users troubleshoot hardware and software issues on computer systems including Windows and Mac workstations and servers.

A computer network engineer will troubleshoot, maintain and repair computer network communications including modems, firewalls, routers, access points and switches.

We are currently seeking an individual that would be paid hourly as a contractor for on-call service requests. Demand may vary from 0-10 hours/week. Set your own schedule as your availability allows. This would be a good fit for someone who has an existing technology career with a flexible daytime schedule. Client needs may require immediate response in some instances while other support requests can be scheduled 1-3 days out.

Typical work activities

The tasks carried out by an IT consultant vary depending on the nature of the project they are working on, but may include:

Meeting with clients to determine requirements

Working with clients to define the scope of a project

Planning projects and determining the resources needed

Clarifying a client's system specifications, understanding their work practices and
the nature of their business

Travelling to customer sites

Working with staff at all levels of a client organization

Defining software, hardware and network requirements

Analyzing IT requirements within companies and giving independent and objective advice on the use of IT

Developing agreed upon solutions and implementing new systems

Presenting solutions in written or oral reports

Designing, testing, installing and monitoring new systems

Preparing documentation and presenting progress reports to customers

Teaching and training end-users

Involvement in sales and support, and where appropriate, maintain contact with client organizations

Providing technology and computer troubleshooting and support via phone, email and in-person

Identifying potential clients and building and maintaining contacts

Managing support requests using a web based ticketing system

Entering time and expenses to a web based accounting system

Disclaimer: This Job Description indicates the general nature and level of work expected of the candidate(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the candidate. Candidate(s) may be asked to perform other duties in addition to those described above.

Job Qualifications

2-year or 4-year college degree preferred
2+ years of hands-on technical experience in a related field (networking, security, computer support, hardware support, training, strategic planning)
Working technical knowledge of
Microsoft Windows 7 - Windows 10
Microsoft Office Suite
Networking hardware (including switches and routers)
TCP/IP
Local and wide area networks including their topologies and equipment
Windows Server 2012-2019
VPN and remote access solutions
Wireless networking equipment installation and troubleshooting
Microsoft Office 365 products
Anti-virus/ Anti-malware tools
Data encryption methods
Exceptional problem-solving ability
Motivated with the ability to work independently and with teams
Ability to educate and coach end-users politely and professionally
Passion for learning and continuous improvement
Balance competing demands while delivering high-quality work
Ability to identify needs and complete tasks without direction
Operate with extremely high levels of honesty and integrity
Proficiency with spreadsheets and web based collaboration tools


Location

Department Q LLC is located in Eden Prairie, MN. Generally, our clients are located within 30 minutes of Eden Prairie, MN. Job functions may be able to be performed remotely based on evaluation by management. Approximately 60% of time may be spent on-site at client locations in the Minneapolis and St. Paul metropolitan area. Approximately 40% of time may be spent at one of our offices or working remotely.