Technical Support Specialist - IT Helpdesk

Gemini is looking for a talented Technical Support Specialist to join the team at our location in Garland, TX! This position is responsible for providing fast and useful technical assistance on computer systems for internal staff. This position will require answering queries on basic technical issues and offering advice to solve them and/or perform remote assistance to solve them directly. A successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues. This mostly on-site position will be based in Garland, TX, supporting this location as well as remotely supporting all of Gemini's other contact center and plant locations.. Come be a part of a positive, people-first culture that is focused on leveraging each team members' strengths to help bring our customers' unique signage products to life.

• Wage Range: USD $22.42 - 28.70 per Hour
• Location: Garland, TX
• Type: Full Time - Hybrid (4 Days On-site, 1 Day Work from Home)
• Schedule: 5/8 hour schedule; 8:00 AM to 4:30 PM ( Monday through Friday) with a 30-min unpaid lunch
• Travel: 10%

A day in the life of Helpdesk Support at Gemini includes:

• Serving as the first point of contact for customers seeking technical assistance over the phone and via Jira ticketing system
• Diagnose and resolve tier 1 D&IT tickets
• Provides technical support to local customers in Garland / Cannon Falls and support virtually (over Teams, phone calls, screen sharing and remote sessions) to customers throughout the organization
• Installs, make changes, and repairs computer hardware and software
• Manages D&IT Help Desk tickets in a timely manner
• Performs remote troubleshooting through diagnostic techniques and pertinent questions
• Takes ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner
• Determines the best solution based on the issue and details provided by the customer
• Escalates unresolved issues to the next level of support personnel, when necessary
• Arranges for external technical support where problems cannot be resolved in house
• Records events and problems and their resolutions in Jira ticketing system
• Identifies and suggests possible improvements on procedures and documentation
• Performs updates to existing documentation and publish new documentation as it pertains to D&IT Help Desk support
• Basic Active Directory functions including creating user accounts, resetting passwords, creating groups, etc.
• Basic Microsoft Office 365 functions including managing licenses, updating/modifying user attributes, modifying user groups, etc.
• Assist with other D&IT projects as needed and as time allows.

Skills and Abilities

• Proven experience in a Technical Support Specialist role or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Proficient with Windows operating systems and Microsoft Office products, including Office 365
• Ability to diagnose and resolve basic hardware and software technical issues
• Excellent oral and written communication skills
• Customer-oriented and cool-tempered
• Troubleshooting skills
• Team player, self-motivated, and eager to learn; must be able to work and contribute to a group
• Experience with Jira, OnBase, and HarrisData software platforms is a plus
• Incident Management experience - managing incidents including business expectations and communication is a plus

Education and Experience

• Associates degree in a computer or technical field, certification in Windows or Networking, and/or applicable experience is preferred

Preferred Qualifications

• ITIL qualifications and/or experience is preferred

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

The actual title and individual compensation packages are dependent upon various factors unique to each candidate including skillset, training, transferable skills, work experience, qualifications, business needs, market demands, and other job-related reasons. The base pay range is subject to change and may be modified in the future. This role is eligible for other benefits.

How we show we care

• $0 Health Insurance Premium for Employee-Only Coverage (Plus low-cost premiums for other coverage levels!)
• 4% Retirement Match with Profit Sharing
• Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick)
• Dental, Vision, Disability and Life Insurance
• Get Paid Weekly
• Use of Company Owned Resort in Hayward, WI
• Tuition Reimbursement Program

About Us

As a leader in the signage manufacturing industry, Gemini, Inc. has been providing stability to our employees since 1963. We know what it means to be human, and we strive to make sure our employees feel valued. Due to our incredible family of employees, we have grown substantially and are looking to grow our team further with like-minded individuals that share in our company values: Customer Commitment, Teamwork, Respect, Diversity, Stability, Stewardship. At the heart of our work is a simple but powerful vision: Successful Partners. Engaged People. Thriving Communities. This vision guides how we show up every day for our customers, for one another, and for the communities we call home.

• We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability.
• Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email;hr.dept@geminisignproducts.comor call(507) 263-3957and ask for the Human Resources Representative assigned to the location of interest.
• Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.