Infrastructure Support Technician

Infrastructure Support Technician

Location:

Saint Paul, MN (Onsite).

Hourly Rate: $28-$32 DOE.

Benefits:
Versique offers comprehensive benefits, including medical, dental, vision, accident/critical illness insurance, MN ESST, MN PFML, and a 401(k) with a company match.

• Troubleshoot network issues using software or network tools.
• Data backup scheduling, restoring, and verifying with department staff as assigned.
• Help staff by supporting hardware and software setup and configuration.
• Help staff troubleshoot and resolve computer, software, peripherals, and network connection problems.
• Install, set up and support new computers and software to user’s satisfaction.
• Provide technical and operational support for new hardware on the network.
• Support workstation software upgrades or fixes.
• Work with colleagues to respond to network and technical questions.
• Assist in the identification and documentation of network application software installation and operations procedures on the network and evaluate those procedures to maximize efficiency.
• Enter updates to the shared electronic help desk records to show accomplished work.
• Manage file and folder permissions and how to apply security groups.
• Collaborate with colleagues to complete network projects, such as:
  • Supporting remote access to staff and historic site maintenance.
  • Leading the rollout of computers at MNHS sites throughout the network.
• Create project plans and required tasks to complete work.
• Coordinate project resources, schedules, communications, and deliverables.
• Provide work directions to staff about assigned tasks for the project.
• Maintain documentation, checklists, updates, and comments in Trello cards and other project management resources.
• Detail meetings, emails, and phone calls related to projects, ensuring documentation is clear and catalogued appropriately.
• Ensure projects are completed on time.
• Create and distribute reports as needed.
• Resolve the network help desk request within Computer Operations best practices procedures.
• Monitor help desk software for network requests to improve network performance.
• Add and maintain users on the network; assign application access, ensure security, and keep configurations within standards.
• Investigate and resolve issues on network systems.
• Assist in providing computer/network requests and support relating to software and hardware problems reported by users.
• Resolve moderate to difficult network help desk requests, ensuring tickets are resolved and closed in a timely manner.
• Document solutions for each help desk request in the tracking software to define potential network needs.
• Provide on‑call after‑hours and weekend network support when needed.
• Document the solutions of each help desk request completed into the tracking software.
• Monitor help desk software for requests from the IT team and route as required throughout the day.
• Maintain awareness of technology advances.
• Attend seminars focused on current or future technologies.
• Train or share information learned through professional development opportunities with staff.
• Complete all meetings, documentation, communications, and paperwork required for each primary duty section.
• Ensure all staff forums, division, department meetings, and required paperwork are completed for all staff.

• Providing positive customer service skills.
• Performing maintenance on desktop equipment and services computer equipment, such as PCs, monitors, printers, scanners, modems, and other peripheral devices.
• Troubleshooting problems and making repairs and changes as necessary to determine a solution.
• Conducting independent research to learn more and resolve issues.
• Thinking imaginatively and solving problems.
• The ability to multitask, work effectively under pressure to meet deadlines, prioritize, and adapt to changing priorities.
• Communicating effectively within the IT department and across language specialties.
• Establishing and maintaining positive interpersonal contacts to serve in technical support roles for all personnel levels.
• Knowledge necessary to support PC hardware and printers from older models to the latest equipment; knowledge of network operations, support staff, and vendors.
• Knowledge of installing and supporting various network software applications, including Google applications, Microsoft 2010 workstation operating system, and the latest Office Professional.
• Backup and recovery software and methodologies.
• Best practices around management, control, and monitoring of server infrastructure.
• Network switches and configuration (Cisco & Unifi).

Versique is an equal‑opportunity employer committed to creating a diverse workforce. We consider all qualified applicants regardless of race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.