Job Description:

We're seeking a skilled Desktop Support Technician to provide first- and second-tier technical support for our staff. You'll use your problem-solving abilities and excellent communication skills to quickly resolve computer and application issues, ensuring our team can stay productive. This position offers regularly scheduled hours, but also requires participation in a 24/7 on-call rotation, which may encompass six or more weeks per year.

Essential Duties and Responsibilities:

Desktop support technicians to ensure evaluation, prioritization and response to service requests with excellent customer support and communication

Troubleshooting hardware and software issues.

Research questions using available resources and publish responses if not already found in the knowledge base.

Create and publish documentation for application and hardware functions into the knowledge base.

Support of mobile devices (IOS).

Utilize Jira to document tickets.

Provide outstanding customer service when interacting with associates of all levels.

Define and implement policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, established SLA’s for turnaround time and industry best practices.

Perform other duties as assigned by management.

Qualifications and Skills:

Strong people skills & desire to problem-solve.

Ability to maintain composure and customer focus while trouble-shooting technical issues.

Excellent time management skills.

Strong attention to detail, with commitment to follow-through.

Must be a self-starter with the ability to work independently and in a collaborative team environment.

Hands-on knowledge to support Windows (10/11 and various older versions), Macs, iPads, iPhones, Printers of various types, Zoom Phone, and video applications.

Experience logging, supplying status and documenting resolution for customer issues via a call tracking system

Experience working in a fast paced, highly technical environment

Experience working with remote management tools (Bomgar, RDP, VNC, join.me, etc.)

Ability to provide 24/7 on call support roughly six weeks a year.

Minimum Requirements:

Education: Minimum of a two-year degree in an IT related field

Experience: 2+ years experience in a Service Desk / Help Desk / Desktop Support Role.

Systems: Windows, OSX, iOS, Microsoft AD, DFS, Endpoint protection, wireless networks, JAMF, Zoom,  G-Suite, Atlassian Suite (Jira, Confluence), Slack and more.

Additional Requirements:
Managerial Responsibilities: None

Travel Requirements: Will be expected to travel to other Cambria Locations (Eden Prairie, Belle Plaine, Le Sueur).
Physical Requirements:  Requires the ability to work in an office environment, to frequently use the computer, and to lift computer/Office equipment up to 40 pounds

Cambria’s starting hourly range for this position is $26.50 - $32.50. /Hourly ranges are determined by role, level, and location. The range displayed on each job posting reflects the target for new hires for the position. Individual pay is determined by several factors, including work location, job-related experience, and relevant education and/or training.

Cambria offers a competitive benefits package that encompasses Health and Dental Insurance, Paid Time Off, 7 paid Holidays , 401(k) plus matching, Discretionary Profit Sharing, Flexible Spending Account; Life, Supplemental Life, and Disability Insurance; Referral Program, Tuition Reimbursement, Employee Assistance Program, Employee Discount and Professional Development Assistance.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At Cambria, dedication to philanthropy and our people is at the heart of who we are. We strive to make a meaningful difference in the world every day by prioritizing employee well-being and fostering inclusivity and empowerment. Under the banner of CambriaCares, our philanthropic endeavors show our commitment to our people and our community to uplift kids, support education, and contribute to a sustainable future.

For additional company information, please visit www.CambriaUSA.com

Offer of employment will be contingent upon the successful completion of background verification check, subject to applicable laws and regulations.