JOB TITLE: TECH SUPPORT
LOCATION: EAGAN, MN
RATE RANGE: $30-32/PER HOUR
JOB#: 45982-1

REQUIRED SKILLS:

High School diploma or equivalent and 5 years additional experience OR Bachelor's degree and minimum 1 year IT experience.
* Past experience with help desk or Incident management.
* Strong knowledge and understanding of networking
* Basic understanding of Windows and Linux operating systems.
* Ability to identify and relay information and symptoms detected by monitoring tools.
* Ability to read and follow detailed instructions or procedures.
* Effective communication skills
* Must be able to obtain a Position of Public Trust Clearance

Job Description:

The ideal candidate will have past incident management / help desk experience and great written and oral communication skills. We are looking for someone who is organized and have the ability to lead incident calls bridges. Confidence with Linux as a user on the command line is a plus. Candidates will also need to identify network related outages, so knowledge of networking is a strong plus.

NOTE:
This position requires a work schedule of 11 pm - 7:00 am CT. Shift will include weekends and days off are TBD (most likely Wednesday/Thursday). New Hires will need to work first shift (M-F) - days for at least the first two weeks for training purposes. Exact details will be discussed with candidate during interview.

Roles and Responsibilities:
* Monitor day to day operation of large-scale computing infrastructure involving 300+ applications.
* Determine cause of alarm and take appropriate actions including logging alert, create service ticket and notify stakeholders.
* Initiate, maintain, and manage critical incident phone bridges (WebEx, Zoom)
* Act as service incident lead for issues including maintaining incident tickets, notification of executive leadership and follow up on resolution.
* Assist in triage and incident management with collection and analysis of performance metrics
* Assist development team in deployment activities by executing change requests or tasks maintaining SOX compliance
* Compose and send notifications to management for incidents.
* Monitor and execute incident and change requests.
* Able to type and communicate in an effective manner

Basic Qualifications:
To be considered for this position, you must minimally meet the knowledge, skills, and abilities listed below:
* High School diploma or equivalent and 5 years additional experience OR Bachelor's degree and minimum 1 year IT experience.
* Past experience with help desk or Incident management.
* Strong knowledge and understanding of networking
* Basic understanding of Windows and Linux operating systems.
* Ability to identify and relay information and symptoms detected by monitoring tools.
* Ability to read and follow detailed instructions or procedures.
* Effective communication skills
* Must be able to obtain a Position of Public Trust Clearance - US Citizen or Permanent Resident (Green Card Holder) and must not have traveled outside the US for a combined total of 6 months or more in last 5 years.
* Must have resided in the US for the last 5 years
* Must be able to work from Eagan, MN location. No remote work from any other location.

Preferred Qualifications:
* Bachelor's Degree in Computer Science or associated discipline
* Familiarity working with enterprise monitoring products
* Working knowledge of IT Service Desk model.
* Experience working in large-scale IT environment.
* Experience in Critical Incident Management, including communication with various levels of executive management (i.e. VP) via phone or email.

*The ideal candidate will have past Monitoring and Incident Management /Help Desk experience and great written and oral communication skills.
We are looking for someone who is organized and have the ability to lead incident calls bridges.
Confidence with Linux as a user on the command line is a plus.

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.