Technical Support Specialist I-II

RJM Construction was founded on a simple principle: to serve the client. Commitment to realizing our clients vision continues to be the driving force behind our work. Our people drive that visionary change.

Based in the Twin Cities, RJM Construction has more than 150 staff members and an annual construction volume of $256 million. We specialize in community, healthcare, corporate, and multifamily projects, serving clients throughout Minnesota and neighboring states. Our expertise includes general contracting, construction management, design-build, and preconstruction services.

Purpose: This role provides first-line remote and onsite support to team members across phone, chat, and ticketing channels; works incidents and requests to defined SLAs, documents troubleshooting, and escalates as needed. Participates in major incidents and provides walk-up/deskside and field support.

Primary Responsibilities:

• Provide friendly, knowledgeable technical support to staff across the organization.
• Assist with installation, configuration, and ongoing support of software, desktops, laptops, peripherals, and mobile devices (cell phone, tablet).
• Troubleshoot and resolve issues related to Microsoft 365, Windows, Mac, iOS, and more.
• Identify recurring technical issues and escalate when necessary.
• Manage and prioritize support tickets, ensuring resolution within established service standards.
• Collaborate with IT staff to research, test, and implement new technologies.
• Participate in IT-related projects that improve end user experience.
• Set up and support audio/video conferencing platforms.
• Perform basic network troubleshooting for LAN and Wireless.
• Support off-site locations including quarterly preventative maintenance of printers, computers, etc.
• Create and maintain knowledgebase articles and clear, concise documentation.
• Perform other duties as assigned.

Education: 

• Associate’s degree in Computer Science or Information Systems; or technical diploma/equivalent business experience.

Professional Certifications or Licenses:

• A (desired).
• Network (desired).
• Basic understanding of ITIL (asset).
• Microsoft Certifications (desired)

Work Experience: 

• A curious and analytical approach to problem-solving.
• 2 years' experience providing technical helpdesk support in a professional setting.

Demonstrated Technical Competencies to include: 

• Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
• Experience supporting Windows 11, Mac, and iOS operating systems, printers and audio video devices and peripherals.
• Experience with ITSM ticketing systems with SLAs.
• Basic networking (wired/wireless LAN), VTC setup/support.
• Hardware installations/imaging; excellent technical knowledge of computer hardware.
• Active Directory user account management.  Azure, InTune, AutoPilot preferred, not required.

Demonstrated Professional Competencies to include: 

• A customer-first mindset with strong communication and relationship-building skills.
• Self-driven and willingness to learn.
• Ability to work independently.
• Strong written and verbal communication across technical and non-technical users.
• Ability to prioritize multiple tasks, attention to detail, and work under pressure in fast-paced environment.
• Solid problem-solving and time management skills; highly organized.