Impact Technology Group

Compensation

Full Description

ABOUT US: We are a Twin Cities-based Technology and IT Consulting firm focused on delivering high impact solutions for complex IT initiatives for over 30 years. Our full-service organization offers support, from service desk and managed services to security, as well as management and IT consulting. POSITION SUMMARY: The End User Computing (EUC) Engineer plays a crucial role in managing the product life cycle of service-raised incidents and service requests. Participates in "On Call" rotation to take after hour escalated calls, tickets and/or projects. This position is onsite daily and requires frequent travel to client/customer locations. CORE RESPONSIBILITIES: • Device Deployment Specialist: • Expertly deploy and configure end-user devices, both onsite and remotely, ensuring they are set up efficiently to meet user requirements. • Software Guru: • Manage software deployments, upgrades, and troubleshooting to maintain optimal performance and compliance with organizational standards. • User Support Champion: • Provide Level 2 technical support for hardware and software issues, resolving incidents promptly to minimize downtime and optimize user productivity. • Request Management Maestro: • Efficiently manage and fulfill user requests related to devices, software, and access permissions, ensuring timely and accurate delivery of services. • Onsite Support Specialist: • Offer onsite support for critical incidents and technical issues, providing hands-on assistance to resolve complex problems efficiently. • Incident Resolution Leader: • Serve as a key escalation point for Level 2 support issues, delivering senior level expert guidance and ensuring timely resolution to maintain high levels of user satisfaction. SKILLS/ATTRIBUTES: • Demonstrate strong attention to detail • Exceptional communication skills • Commitment to customer service excellence • Exhibit flexibility, adaptability, and a proactive approach to problem-solving • Embrace our company values and exhibit leadership qualities by setting a positive example ACCOUNTABLE METRICS: Welcome to the team, where accountability meets excellence! Your success is measured by these key metrics: • SLA Compliance (Resolve and Response): Maintain at least 85% compliance for priority levels P1 through P5 incidents. • CSAT (Customer Satisfaction): Maintain a CSAT score of 4.6 or higher, reflecting user satisfaction with Level 2 and onsite support services. • Knowledge Contributions: Contribute at least 1 item per week to knowledge sharing platforms, enhancing team capabilities and improving service delivery. Your role is pivotal in providing reliable Level 2 support and onsite assistance, ensuring seamless computing experiences and user satisfaction. By owning these metrics, you contribute to operational excellence and support the organization's mission effectively. Embrace the challenge, own your numbers, and let's achieve success together! QUALIFICATIONS/EXPERIENCE/EDUCATION: • BSc/BA in IT, Computer Science, or a relevant field • 3+ years relevant experience • Possess a track record of professional growth and success in the IT field • Hold certifications in Microsoft Windows Server, Windows Desktop, Azure, Cisco Meraki, CompTIA A+, Network+, and Security+, or a willingness to obtain them • Proficiency in English (fluency in other languages a plus) • Must have valid drivers license with acceptable driving record Senior Level (all of the above functions and skills plus): • 5+ years remote and onsite IT end user and customer support experience • Provide support and lend expertise to the team • Handling escalations and provide real time support to other agents • A+, Security+, Network+ required • Apple/Google/MS Certified required • ITIL certified preferred PHYSICAL DEMANDS/ENVIRONMENTAL FACTORS: • Ability to observe details on a computer monitor • Constant operation of a computer and other office equipment such as copiers, mobile devices, etc. • Communicate effectively over phone and through electronic messaging • Extended periods of being stationary at desk • Moving and positioning throughout the office to retrieve equipment throughout the day • Frequent lifting and moving equipment weighing up to 55 pounds • Recycle environment exposure to dust • Ergonomic Hazards- IT workers may face ergonomic issues due to prolonged computer use • Chemical Hazards- IT environments may involve chemicals (e.g., cleaning products, fluids) • Electrical Hazards- Exposure to live wires, faulty equipment, or electrical shocks can occur • Physical Hazards- Tripping over cables, lifting heavy equipment, or working in confined spaces pose risks • Psychosocial Hazards- Stress, long hours, and tight deadlines can impact mental health We provide reasonable accommodation for employees with disabilities to enable them to perform the essential functions of the job. If you require accommodation, please let us know. COMPENSATION AND BENEFITS: • Competitive salary • Discretionary bonuses • Benefit package offers: Medical, HSA, Dental, Vision, Accident, Hospital, Critical Illness plus company paid Life Insurance, Long/Short Term Disability, and Contribution to 401k • PTO accrual plus 9 paid holidays • Access to onsite fitness center with full locker rooms at no cost to employee • Employee-only walking path • Onsite cafeteria • Team events and socials • Long-term career opportunities • Convenient location with easy access to highways 169/55 and free parking The duties, responsibilities, and activities assigned to this role may change at any time, with or without notice. Impact Technology Group is an Equal Opportunity Employer and prohibits discrimination based on a protected class, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.