Senior Desktop Systems Support at DataSite (An American Tower Company) (Minneapolis, MN)

| Minneapolis–Saint Paul, MN
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Datasite is the industry leader in technology solutions that enable mergers, acquisitions, initial public offerings, restructuring and other critical capital transactions in more than 170 countries. We provide the world's leading investment banks, private equity firms, law firms and corporations with tools to simplify, streamline and accelerate the due diligence process, helping them close more deals, faster. We are a global team of high-energy, passionate people. We have strong individual voices but we work as a team, bringing out the best in each other. We thrive under pressure and always keep the customer at the heart of everything we do.

Job Description:

Ready for the next big challenge? Grow your career, and join our experienced global team, transforming the world of M&A software. Be part of the team behind the teams behind the deals. Work with the best. Be the best.

Position Summary

The Desktop Systems Support, Senior will be a key member of the overall technical support team at Datasite. This candidate will serve as a senior team member and escalation point who may be conferred with as a subject matter authority by other IT personnel, manage timely escalation of customer issues by assigning appropriate priority level, escalating as necessary to management contacts & owning the issue through, provide senior level service for any dispatched troubleshooting tickets as well as resolve & document local requests for assistance, deliver high-quality second-level service of the technology environment management of Assyst tickets, asset management & desktop service, oversee operating procedures, configurations & documentation for local office hardware & software adhering to national standards, participate in the implementation of national IT projects in the local & global environment.

Duties and Responsibilities
  • Duties will include supporting Mac's 30% of the time and PC's 70% of the time; therefore, the candidate must be experienced on the Mac and PC platform.
  • Support desktops, laptops, monitors, printers, software issues, office
    equipment moves (PC, Monitors, Printers etc.)
  • Assist the server team with server issues, the network team with troubleshooting network issues, and the telecom team with phone issues
  • Participate in IT ordering and receiving of hardware and software.
  • Coordination with Corporate to accommodate specific site needs, which is intended to increase the productivity of Datasite's employees.
  • Build a working relationship with the Service Desk and other IT departments.


Qualifications

Education
  • 2 or 4-year college degree required in computer-related field.


Experience
  • 5-7 years of hands-on experience supporting PC and Mac users in a business environment.
  • Excellent communication skills and customer service attitude.
  • Ability to prioritize assignments and adjust accordingly as situations change.
  • Extensive knowledge and experience in installing hardware and software for PC and Macintosh computers.
  • Extensive knowledge of spreadsheet, word-processing and database software applications including Microsoft Office Suites (2007-2013 and 365 Windows, 2011 Mac) in a Windows and Mac environment.
  • Extensive knowledge and experience of Windows 7, Windows 8.1 and Mac OS X.
  • Strong organization, problem analysis, and problem-solving skills required.
  • Understanding of WAN connectivity via TCP/IP, routers, HUBS & switches.
  • Outstanding customer service skills as well as hands-on technical skills.


Physical Demands
  • Typical office environment which includes extended periods of time sitting or standing, working on a personal computer, typing, using a mouse, using a phone, and participating in video conferences, etc.
  • Ability to routinely lift a 40lbs item (printer, monitor, PC, etc.) from the floor, carry across a room and place item on a shelf.
  • This position may involve traveling between Datasite sites in other cities and states.
  • Ability to travel and provide after-hours/on-call coverage on nights and weekend "as needed" basis with a demonstrated ability to provide hands on and remote troubleshooting, support, and resolution of technology issues across several offices in a geographic area.
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