IT Support Technician

Job Title:IT Support Techinican(Level 2)
Department: IT Infrastructure
Location:Minneapolis, MN
Job Code: MP-HD-IT

Company Summary:

GfK ARBOR, GfK Custom Research Inc. (CRI), GfK Caribou Lake, GfK NOP, GfK Automotive and GfK Research Dynamics have now come together to form GfK Custom Research North America.

Headquartered in New York, GfK Custom Research North America is part of the GfK Group, a global leader in market research. Its activities cover the three business sectors of Custom Research, Retail and Technology and Media. The GfK Group achieved sales of 1,112.2 million euros in financial year 2006. The Group has 115 companies covering over 90 countries. Of a total of approximately 8,760 employees (as of September 30, 2007), 80% are based outside Germany.

Essential Duties and Responsibilities:

The IT Support Technician will act as the second level of IT support for user inquiries and issues related to corporate IT systems and operations.  This role exists to provide IT technical support for end-users and any and all hardware and software platforms at both the local facility as well as remote locations.  This position must strive to achieve and maintain a high level of service satisfaction among the end-user community by resolving both hardware and software problems quickly and correctly with accurate and informative communication with other IT staff and the end-user community.  Act as a site point of contact and the first or second level of IT support for user inquiries and issues related to corporate IT systems and operations. Establishes and maintains open communications and relationships with the end-user community. Document, prioritize and log service requests in the Help Desk database listing the nature and scope of all reported problems or service requests (including new hire process management).  Manage and prioritize relative urgency and importance of any assigned service requests in queue until a satisfactory resolution. Attempt to solve support issues using the reference database information, remote access tools, and personal work experience. When necessary delegate the issue to other appropriate IT staff members.  Where appropriate, work with Help Desk staff to ensure that any standard issue resolution or problem solutions is properly documented in the Help Desk database system. Apply appropriate systems analysis and procedures while consulting with end users to determine hardware and software needs as may relate to troubleshooting or efficient workflow and productivity. Follow-up on queued or delegated service requests to verify satisfactory problem resolution. Communicate problem solutions to the Help Desk for inclusion in the database system. Where required, create or modify programs, configurations, or installation procedures with thorough testing and documentation as related to the deployment of company-wide or end-user specific operating systems or applications. Perform minimal Network support tasks involving user account maintenance, printer and share connections, user profile management. Implements, maintains, and adheres to all IT policies and procedures as set by IT Management. Perform other tasks as requested by Supervisor or IT Management. Configure and deploy PCs and peripheral devices. Troubleshoot, upgrade, and repair PCs and peripheral devices as necessary. Disconnect, move, and reconnect PC equipment as employees transfer to a different office. Maintain PC work area and parts inventory in an orderly fashion. Maintain records of changes in PC Inventory. Perform and maintain daily/weekly/monthly data back-up and recovery schedule as directed

Experience & Skill Responsibilities: 

Must demonstrate excellent inter-personal and communication skills. Must demonstrate a strong aptitude in explaining simple procedures verbally or in writing, and must possess excellent phone skills. Must demonstrate a strong technical aptitude, especially relating to PC hardware and associated software. The ability to read and understand technical documents and specifications. Must clearly demonstrate personal responsibility for problem resolution as well as participate as a team member in group efforts. Must possess high standard of analytical capabilities to be viewed as an expert by peers as well as within the end-user community. Demonstrate the ability to support the current corporate-standard Windows workstation operating system, Microsoft Office Suite, and Exchange/Outlook e-mail clients.  Demonstrate the ability install, support and troubleshoot problems with various 3rd party Windows-based applications and utilities. Demonstrate the ability to support company-provided mobile email devices such as Blackberries and Windows Mobile devices. Ability to use the Internet and other technology tools to perform research on IT issues. Must be able to implement and maintain support processes as well as identify and recommend changes to improve procedures. Basic knowledge of Network Administration – creating, deleting, changing user LAN/Email accounts and user VPN accounts. Willingness to learn and acquire new skills as updated technology emerges.  Willingness to accommodate flexible work schedule, which includes working before/after hours as well as weekends for situations that require special attention. Proficient working knowledge of computers and network systems.  Familiarity with Help Desk database logging systems. Must demonstrate the ability to effectively prioritize individual work assignments based on professional judgment related to the service request's relative urgency, importance and any anticipated impact.  Must demonstrate the ability to effectively work independently with end-users and must demonstrate the ability to show excellent independent decision making. Must demonstrate the ability to effectively manage personal time when balancing the conflicting requirements of standard assigned tasks (like backup tape swapping) against the needs of incident based service requests.  Additional knowledge in any typical Market Research applications (SPSS, SAS, Quanvert, etc.) a positive. Must effectively participate as a team member when assigned to an IT special project team (such as for an application roll-out, workstation refresh operation, OS upgrade, etc.). Must effectively participate as a team member when assigned to an IT practice group committee (i.e. Desktop Support Group). Demonstrate the ability to install, configure and support Microsoft Windows Operating Systems, Microsoft Office Suite, Exchange/Outlook e-mail clients and be able to install and troubleshoot problems with various third party applications and utilities. This position requires competence with basic hand tools and mechanical aptitude to successfully perform PC hardware installation and maintenance.

Education:

Required Qualifications:

Maximum of 4 years IT Help Desk experience in Market Research Industry.

Desired Qualifications:

College/Technical degree in computer (hardware/software) networking and maintenance.



Application Procedures:

We offer a very competitive salary commensurate with your experience and a full benefits package.  Please submit your resume and cover letter via email to hr.mn@gfk.com .  Your submission must include Job Code MP-HD-IT in the subject line of your email and provide salary requirements in order to be considered. 

EOE/M/F/V