Gemini is looking for a knowledgeable Technical Support Specialist to join the team at our location in Neustadt, ON! This position is responsible for provides timely, professional technical support to Gemini employees across the organization. This role serves as a primary point of contact for day-to-day technology issues, including hardware, software, account access, and system-related requests. The ideal candidate is customer-focused, communicates clearly, troubleshoots effectively, documents work accurately, and follows issues through to resolution or escalation. This is an on-site position supporting local employees at that location while also providing remote support to Gemini’s 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.
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Wage Range: CAN $24.67 - $31.59 per hour
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Location: Neustadt, ON
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Type: Full-Time, On-site
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Schedule: Monday through Friday, 7:00 AM – 3:30 PM
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Travel: Minimal travel may be required, approximately 5%
A day in the life of a Technical Support Specialist includes:
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Serve as a first point of contact for employees requesting technical assistance in person, by phone, through Microsoft Teams, and through Jira Service Management.
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Provide Tier 1 Digital & IT support for incidents and service requests, ensuring employees receive timely, helpful, and professional assistance.
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Support local users in Neustadt while also providing remote support to employees across Gemini’s contact center and plant locations.
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Troubleshoot, diagnose, and resolve hardware, software, account access, printer, peripheral, and general workstation issues.
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Install, configure, maintain, and repair computer hardware, software, and related equipment.
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Use remote support tools, screen sharing, diagnostic techniques, and effective questioning to investigate and resolve user issues.
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Manage assigned support tickets from intake through resolution, ensuring accurate documentation, timely follow-up, and clear communication with the user.
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Take ownership of user issues by tracking progress, providing status updates, and ensuring problems are resolved or properly escalated.
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Research issues using available documentation, knowledge base articles, vendor resources, and troubleshooting best practices.
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Escalate unresolved or higher-complexity issues to the appropriate Digital & IT team members when needed.
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Coordinate with external vendors or technical support providers when issues cannot be resolved internally.
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Document incidents, service requests, troubleshooting steps, and resolutions in Jira Service Management.
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Identify opportunities to improve support processes, procedures, documentation, and the overall employee support experience.
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Create, update, and maintain technical documentation and user-facing knowledge articles related to Digital & IT support.
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Support Active Directory administration, including user account provisioning and deprovisioning, password resets, account unlocks, security group updates, organizational unit maintenance, and access control changes in accordance with established policies.
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Support Microsoft 365 administration, including user account updates, license assignment, mailbox and distribution group support, Microsoft 365 group membership changes, user attribute updates, and identity/access-related troubleshooting.
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Assist with employee onboarding and offboarding tasks, including account setup, equipment preparation, access changes, and related documentation.
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Assist with workstation deployments, equipment refreshes, software rollouts, technology changes, and other Digital & IT projects as assigned.
Skills and Abilities
The ideal candidate will bring:
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Experience in a Technical Support Specialist, Help Desk, Service Desk, desktop support, or similar customer support role.
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A strong customer service mindset with the ability to support users patiently, professionally, and clearly.
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Working knowledge of Microsoft Windows operating systems, Microsoft 365 applications, Active Directory, and remote support tools.
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Ability to troubleshoot and resolve common hardware, software, account access, network connectivity, printer, and peripheral issues.
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Familiarity with Microsoft 365 administration concepts, including licensing, user accounts, mailboxes, groups, and identity management.
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Familiarity with Active Directory concepts, including user accounts, passwords, groups, permissions, and organizational units.
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Strong written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
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Strong analytical, troubleshooting, and problem-solving abilities.
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Ability to manage multiple priorities, organize work effectively, and follow through on assigned tickets and tasks.
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Ability to work independently while also contributing as part of a broader Digital & IT team.
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A self-motivated, team-oriented attitude with a willingness to learn, improve, and adapt.
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Experience using Jira Service Management or another ticketing system is preferred.
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Experience with OnBase, HubSpot, HarrisData, or similar business systems is considered a plus.
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Knowledge of incident management practices, including user communications and business expectation management, is preferred.
Education and Experience
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Associate degree, diploma, certification, or formal training in Information Technology, Computer Systems, Networking, or a related technical field is preferred.
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Equivalent combination of education, technical training, certifications, and relevant work experience will be considered.
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Microsoft, CompTIA, networking, or other relevant technical certifications are considered a plus.
Preferred Qualifications
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ITIL certification or experience working in an ITIL-based support environment.
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Experience supporting Microsoft 365, Active Directory, and Windows-based endpoint environments.
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Experience providing support in a manufacturing, contact center, or multi-location business environment.
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Experience contributing to technical documentation, knowledge base articles, or process improvement efforts.
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
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4% Retirement Match with Profit Sharing
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Generous Paid Time Off (Vacation, Holiday, Parental, Volunteer, and Sick)
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Medical, Dental, Vision, Disability and Life Insurance
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Get Paid Weekly
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Use of Company Owned Resort in Hayward, WI
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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.
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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.
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Gemini will provide reasonable accommodations for qualified individuals with disabilities. For additional assistance email; [email protected] or call (507) 263-3957 and ask for the Human Resources Representative assigned to the location of interest.
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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.
