IT Support Specialist

ABOUT US

Tech Support Minnesota is a growing Managed IT Services Provider (MSP) dedicated to helping businesses leverage technology with confidence. Our team is made up of talented, driven professionals who are passionate about delivering exceptional service, solving complex challenges, and continuously improving both ourselves and our clients’ environments.

As a company, we believe that great ideas can come from anyone. We foster a culture of transparency, collaboration, and accountability where every team member has a voice and contributes to shaping the future of the business. We openly share our vision, encourage employee input, and make decisions with both our clients' success and our team's growth in mind.

Based in New Prague, Minnesota, we provide a supportive and flexible work environment where employees are trusted to take ownership of their responsibilities while maintaining a healthy work-life balance. We value teamwork, continuous improvement, personal growth, and doing the right thing for our clients and each other.

At Tech Support Minnesota, we show up when our clients need us most, hold ourselves accountable to one another, learn from challenges, and strive every day to be better than we were yesterday.

POSITION OBJECTIVE

Provide advanced technical support and problem resolution for our managed clients by diagnosing and resolving complex IT issues, maintaining accurate documentation, and delivering an exceptional customer experience. The IT Support Specialist manages customer support requests through completion, communicates effectively with clients throughout the process, identifies opportunities to improve service delivery and operational efficiency, and contributes technical expertise and feedback that help drive continuous improvement across the organization.

REPORTING STRUCTURE

This position reports directly to the VP Service Delivery, indirectly to the President.

PRINCIPAL DUTIES

Technical Support

• Troubleshoot and resolve advanced workstation, server, network, cloud, and application issues.
• Perform root cause analysis on recurring customer issues and provide recommendations for permanent resolution.
• Manage technical incidents through completion while maintaining communication with customers.
• Provide remote and onsite support services as required.
• Troubleshoot and support:
• Windows Server environments
• Active Directory and Group Policy
• Microsoft 365 and Azure/Entra ID
• Exchange Online
• SharePoint and OneDrive
• Virtualization platforms (Hyper-V and VMware)
• Firewalls, switches, wireless networks, and VPN technologies
• Backup and disaster recovery solutions
• Security and endpoint protection systems
• This position will require rotated 24/7 on-call and after hours / weekend work as needed

Systems Administration

• Perform server maintenance, and troubleshooting.
• Administer Microsoft 365 environments including user provisioning, licensing, security policies, and compliance features.
• Implement and manage endpoint management solutions utilizing Intune and related technologies.
• Configure and maintain networking equipment and infrastructure.
• Review system alerts and proactively address potential issues.

Process Improvement & Documentation

• Create and maintain accurate customer documentation.
• Develop and improve support procedures, standards, and technical runbooks.
• Identify recurring issues, service trends, and opportunities for operational improvement.
• Contribute to the development of service delivery best practices.

Customer Service

• Maintain a high level of customer satisfaction through professional communication and effective problem resolution.
• Manage customer expectations regarding issue resolution, project timelines, and service delivery.
• Build positive relationships with customers and internal team members.
• Participate in customer-facing technical discussions as required.

Administrative Responsibilities

• Maintain accurate time tracking, ticket notes, and documentation.
• Participate in service review meetings and internal team meetings.
• Perform other duties as assigned.

EXPERIENCE/SKILL LEVEL REQUIRED

• May require an Associate’s Degree in a related area and/or 1-3 years of experience in the field or in a related area.
• Strong general knowledge of IT infrastructure, hardware and software applications.
• Demonstrated experience and knowledge of network and workstation operating systems, Microsoft Windows operating system, and M365 environments.
• Demonstrated experience with web and internet technologies.
• Managed IT Service Provider (MSP) model experience is a plus.

APTITUDE & INTERPERSONAL SKILLS

• Strong communication (written and verbal) and interpersonal skills.
• High level organizational, coordination, and prioritization skills.
• Strong problem-solving skills and self-learning.
• Show initiative when undertaking tasks.
• Able to work well both within a team environment and autonomously.
• Good task management and multi-tasking skills.
• High degree of confidentiality and accountability.
• High degree of punctuality.
• Ability to take, interpret and follow instructions.
• Customer service orientation.
• Committed towards undertaking duties efficiently with a strong attention to detail.
• Professional personal presentation.
• Awareness of and ability to work in accordance with Company Policies and Procedures.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Application Question(s):

• Have you worked for an IT Managed Service Provider (MSP) before?

Education:

• High school or equivalent (Required)

Experience:

• professional IT support: 1 year (Required)

Ability to Commute:

• New Prague, MN 56071 (Required)

Work Location: In person

Salary : $25 - $30