Position Details
It Support Manager Mid Level Apply
IT Support Manager
Level: Mid-Level
Location: Minneapolis, MN 55248
Employment Type: Full-time
Location: Minneapolis, MN 55248
Employment Type: Full-time
Salary Range: $85-95k a year and full benefits
Job Summary:
We are seeking a proactive and customer-focused IT Support Manager to oversee technical support for desktops, laptops, hardware, network, and database issues. This role is ideal for someone with hands-on experience in IT support and a strong understanding of troubleshooting, system maintenance, and end-user assistance. The IT Support Manager will work closely with our IT team to maintain and optimize our systems, providing efficient and high-quality support to ensure smooth operations.
We are seeking a proactive and customer-focused IT Support Manager to oversee technical support for desktops, laptops, hardware, network, and database issues. This role is ideal for someone with hands-on experience in IT support and a strong understanding of troubleshooting, system maintenance, and end-user assistance. The IT Support Manager will work closely with our IT team to maintain and optimize our systems, providing efficient and high-quality support to ensure smooth operations.
Key Responsibilities:
- Desktop & Laptop Support:
- Manage and resolve technical issues on user desktops and laptops, including software installations, updates, and troubleshooting of Windows, Mac OS, and other relevant operating systems.
- Set up and configure new desktops/laptops for employees, ensuring compliance with company standards and security protocols.
- Assist in the procurement, deployment, and maintenance of desktop/laptop hardware and accessories.
- Hardware Support:
- Diagnose and troubleshoot hardware-related issues, including malfunctioning devices, peripheral connectivity, and replacement of faulty hardware components.
- Coordinate with vendors for repairs or replacements when necessary and maintain an inventory of hardware assets.
- Implement preventive maintenance plans to minimize hardware downtime and extend equipment lifespan.
- Network/IT Support:
- Monitor and manage network performance, troubleshoot network connectivity issues, and support VPN and remote access for remote employees.
- Assist with network configuration, including routers, switches, and firewalls, in coordination with senior IT staff.
- Ensure compliance with IT security policies and assist with regular network updates and backups.
- Database Support:
- Provide first-level support for database-related queries and work closely with database administrators to resolve data access issues.
- Run routine database maintenance tasks, such as backups and performance checks, and support end users with database access and permissions.
- Document and escalate more complex database issues as needed.
- Documentation & Process Improvement:
- Create and maintain IT support documentation, including procedures, troubleshooting guides, and FAQs for end users.
- Identify opportunities to streamline IT support processes and enhance user experience, suggesting improvements where possible.
- Train and guide team members on new technologies, best practices, and support methodologies.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or related field preferred; equivalent work experience accepted.
- 3+ years of experience in IT support with a focus on desktop/laptop, hardware, network, and database support.
- Strong problem-solving skills with the ability to troubleshoot and resolve technical issues efficiently.
- Excellent verbal and written communication skills with a customer-service orientation.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk) and ticketing systems.
- Working knowledge of database management and basic network configuration.
- Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator) are a plus.
