Description
Key Responsibilities
• Maintain a positive and professional relationship with customer staff and leadership by building
trust and credibility.
• Represent Winona IT with integrity and professionalism as a key account liaison.
• Strengthen relationship with consistent communication, proactive feedback and collaboration.
• Analyze IT environment and collaborate with key stakeholders to align business needs.
• Troubleshoot on-site IT issues quickly and efficiently.
• Provide IT training and onboarding support for new hires.
• Collaborate with Winona IT team on complex technical issues or needs.
• Assist executives with day-to-day technical support needs.
• Coordinate IT projects and initiatives that address business challenges; take ownership of
delivery and execution.
• Learn and apply Microsoft 365 tools such as Power Platform, Teams, and Copilot to create
workflows and improve processes.
• Identify opportunities to streamline operations and add value through technology.
• Any other duties as assigned by manager.
Qualifications
To perform this job successfully, an individual must be able to perform each key responsibility
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or
ability required. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
• Strong interpersonal and communication skills.
• Experience in customer service or client-facing roles.
• Professional demeanor and ability to represent Winona IT positively.
• Technical troubleshooting experience in IT environments.
• Familiarity with Microsoft 365 tools and willingness to learn.
• Ability to work independently and manage time effectively.
• Ability to make independent decisions when circumstances warrant such actions.
• Quick learner with a proactive attitude.
• Interest in process improvement and workflow automation.
• Comfortable supporting executive-level staff and ability to work under pressure.
Summary
The primary purpose of this job position is to respond to and resolve Help Desk tickets in a timely and professional manner, serving as the first line of contact for most customer questions and needs.