Research and Development Associate jobs in Saint Cloud, MN

MAJOR DUTIES AND RESPONSIBILITIES

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems.  Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, remote support via Teams/Zoom, and configuring systems and applications. 
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Cover main phone line and transfer calls to appropriate areas.
• Other duties as assigned.

FORMAL EDUCATION & CERTIFICATION:

• 3 years of Apple/MAC experience preferred. 3 years of technical experience and/or Associates Degree.

KNOWLEDGE & EXPERIENCE:

• Knowledge of basic computer/server/networking hardware.
• Experience with desktop operating systems and applications including, but not limited to, Windows, Apple/MAC, Microsoft Office, remote management tools, active directory administration, VPN, web-based applications, and TCP/IP.
• Experience with VMWare, Citrix, Apple/MAC, Linux, MYSQL, and MS SQL Server.
• Good understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

PERSONAL ATTRIBUTES:

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service skills.
• Experience working in a team-oriented, collaborative environment.

WORK CONDITIONS:

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 40 lbs.
• Valid driver’s license as there will be some minor travel required.