IT Technical Specialist

Minnetonka, Minnesota
Join our team!
Jan 04, 2021
Job Type
Full Time
Position Summary:

As part of the IT team, the Technical Specialist will work to resolve issues of technology users, identify needs, and build a rapport with the employee base. This position will provide technical assistance support via phone, face-to-face, and electronically, with a focus on making each interaction a positive customer experience.

Essential Responsibilities:

Job Function Number 1: Provide End User Technical Assistance - 80%
  • Provide telephone and online support for the Technical Assistance Center. This includes being part of a rotation to provide continued technical support during Alerus Financial customer support hours, seven days a week.
  • Responsible for logging calls, identifying issues, resolving known issues, and gathering appropriate information on undocumented issues to escalate to the appropriate IT resource.
  • Follow up on incidents utilizing a problem ticket and service request tracking system.
  • Adhere to assistance center processes and service level agreements.
  • Prioritize customer requests, follow-up, and track through to resolution.
  • Assist customers with needs analysis, preparing ticket requests, and identifying training opportunities based on call history.
  • Utilize and suggest improvements or development of help sheets and frequently asked questions lists for users.
  • Participate in testing technology related to basic enhancements.

Job Function Number 2: General IT Department Responsibilities - 20%
  • Maintain and update documentation for IT policies and routines.
  • Complete all tasks related to customer data protection in adherence with current SLA standards.
  • Provide back up to the facilitation and execution of user access changes to systems for hires, transfers, and terminations.
  • Execute all tasks related to inventory of assets, components and software.
  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

Position Requirements:

  • Minimum of a 2 year degree in Information Technology or 1 year of experience in a technical assistance/help desk environment.
  • Demonstrated understanding of current industry concepts, technologies, practices, and procedures.
  • Excellent written and verbal communication skills.
  • Basic technical knowledge of servers, networks, mobile devices, applications required.
  • Intermediate usage level of with Web based systems, and Microsoft Office products including Word, Excel, and PowerPoint.
  • Ability to travel to any Alerus Financial locations to provide training and/or technical support.
  • Experience with the usage of Active Directory, Citrix, and Windows preferred.
  • A+ Certification preferred.

Personal Characteristics:
  • Highly organized, detail-oriented and able to take initiative when needed.
  • Excellent interpersonal skills, team oriented and a collaborative work style.
  • Adaptable, flexible, organized and able to multi-task, work independently, and meet deadlines.
  • Comfortable interacting with various levels of management within the organization.
  • Strong passion for customer satisfaction, creative and consistently maintains a positive attitude.

Physical Demands: (must be met with or without a reasonable accommodation)
  • Extended periods of time sitting at a desk and using office equipment.
  • Ability to operate a personal computer/laptop for approximately 8 hours per day.
  • Extended time is spent reviewing physical and electronic documents.
  • The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
  • Periodically, may also do light lifting of supplies and materials which weighs in at approximately 20 lbs.
  • Will spend most of time in an indoor environment.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.