Company DescriptionRenaissance is the leader in K-12 learning analytics--enabling teachers, curriculum creators, and educators to drive phenomenal student growth. Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters--creating energizing learning experiences in the classroom. Whether you are based at our corporate headquarters in beautiful central Wisconsin or at one of our other many locations, you can make a real difference in education. We offer competitive compensation, enviable benefits, and smart, friendly co-workers-all in a relaxed, fun atmosphere where you'll have the opportunity to excel each day.Job DescriptionAs a team member of Computer and Help Desk Support Technicians in the Bloomington, MN office, you will be responsible for providing first line support for PC and Mac related problems by answering questions or resolving computer related issues in person, via telephone or from a remote location; providing assistance concerning the use of end user computer hardware and software; configuring and installing new hardware and software and reviewing, monitoring and upgrading existing systems. Building and repairing of hardware and helping users with peripherals as needed. Travel to the downtown Minneapolis office for occasional support.User Support AnalysisRespond to telephone calls, emails and personnel requests for technical support from all users (including executive level); identify, research, and resolve technical problems; ensure timely resolution and follow-up.Answer basic questions or resolve basic computer problems in an expedient manner; provide assistance for hardware and software related problems.Diagnose calls to determine level of technical assistance required; if unable to resolve problem, transfer call in accordance with escalation procedures.Provide support for all user IT related issues; work with available resources to provide effective solutions, break/fix and problem resolution.Train users in the proper use of hardware as necessary.Document and update technical and non-technical solutions Maintains IT equipment databaseAssist remote Network Administrators as needed Work call center with a team of other Technicians located in the Wisconsin Rapids, WI officeHelp and assist with conference room equipment setup and supportNew Equipment InstallationInstall and perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software. QualificationsAssociates Degree in Computer Science or related discipline preferred2-4 years of related experience Desktop Support role preferredWindows AND Mac OS experience requiredKnowledge of computer programs including current Microsoft Operating Systems, Microsoft Office products, Helpdesk ticketing software is a plus; Apple OS X is absolutely necessary, IOS and Android.Demonstrated knowledge using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and web based applications.Ability to configure Outlook and solve issues such as views, calendar-sharing, email rules, data migration, etc.PowerShell scripting and printer repair is a plusUse of video conferencing systems and softwareUse of AV sound and video equipmentGood written and oral communication skillsAdditional InformationAll your information will be kept confidential according to EEO guidelines.