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IT Support Technician

Posted: 04/03/2022

IT Support Technician
Aurora Pharmaceutical, a growing veterinary pharmaceutical product development and manufacturing company headquartered in Northfield, MN, is looking to add a Level I Support Technician to our IT Team. The ideal candidate for this position should possess exceptional attention to detail, thrive in a team environment, and have the ability to multitask. Check us out at
This full-time position is eligible for health insurance, dental insurance, vision insurance, short-term disability insurance and life insurance for $1 per pay period for individuals! Employees can contribute to a 401(k) after applicable waiting periods. Full-time employees begin accruing vacation and sick time on day ONE!
The Technical Support Specialist will provide technical assistance and answers to users’ questions, and assists users by troubleshooting problems with computer hardware or software, and printers.
Check out our company video to learn what we do:
Reports to: CFO
· Provides technical support identifying, investigating, and resolving user problems with computer software and hardware in a timely and professional manner*
· Answers questions and provides assistance to users regarding software programming, connectivity, printing, and similar issues.*
· Consults with users to determine steps and procedures taken to identify and resolve the problem.*
· Applies knowledge of computer software, hardware, and procedures to solve problems.*
· Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions. *
· Trains staff on new hardware and software*
· Collaborates with other staff to research and resolve problems or explain errors.
· Assists with website issues*
· Arranges service by software or hardware vendors to repair or replace defective products.*
· Works with software vendors for efficient installations, upgrades and maintenance issues
· Maintains knowledge of technology innovations and trends.*
· Works with the IP\Digital phone vendor on changes or additions to desk phones.*
· Works with Maintenance on camera, door entrance and other automation devices to ensure security
· Follows all companies’ policies, procedures, regulations and the employee handbook*
· Accepts and acts upon supervisory directions*
· Demonstrates flexibility, i.e. willingly takes on new tasks*
· Communicates effectively and professionally with internal/external customers and colleagues*
· Promotes a positive can-do attitude*
· Collaborates in cross functional teams*
· Establishes and implements project communication plans, providing status updates to affected staff and stakeholders*
· Performs other related duties as assigned. *
Meets the following physical requirements: *
-Able to sit at a computer for several hours
-Periodically lift up to 25 pounds
( *Indicates essential functions)
Required Skills/Abilities:
Organized with attention to detail.
Excellent analytical, logical thinking, and problem-solving skills.
Excellent verbal and written communication skills.
Thorough understanding of information technology procedures and practices.
Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and the industry.
Proficient with Microsoft Office Suite or related software.
Proficient with computer security systems (Anti-Virus, Two-Factor Authentication).
Education and Experience:
Associate’s degree or comparable certification(s) in Computer or Information Science-related field preferred.
At least three years of technical customer support experience preferred.
Job Type: Full-time

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