The IT Support Associate will support Company employees by providing prompt support to troubleshoot and resolve day-to-day technology issues of our customers, including but not limited to desktop applications, custom applications, and computer hardware)
He/she will be responsible for team members' computer and account management provisioning and de-provisioning as well as inventory management of equipment
Installation, configuration, and support of network resources including printers, VOIP phone system and other peripheral devices among many other tasks will be a part of daily duties
He/she will update and maintain the status of tickets within ServiceNow incident and problem management system
The IT Support Associate will work on all aspects of problem resolution for employees;
this includes but is not limited to driving the resolution from IT Support teams, cross-functional organizations, and external vendors
Using their expertise, he/she will identify opportunities for continuous process improvements and if needed, partner with other Company technology teams to design, plan and implement a resolution
Provide routine support for end user with IT-related issues in a timely and professional manner
Follows standard help desk operating procedures to accurately log all requests using established request tracking software
Answers, evaluates and prioritizes incoming ticket requests for IT service in a professional, courteous manner
Set up and configure new computers
Install application software
Set up/remove user accounts on systems (network, email, phone, security, etc.). Track
and update IT inventory
Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues
Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction
Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately
Learns fundamental operations of commonly used software, hardware, and other equipment
Adheres to all confidentiality rules and policies
Follow all company and department policies and rules
Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately
Qualifications
High School or GED - Required
3 years or more IT Experience or knowledge - Required
Clearly and effectively communicate with customers both in writing and verbally
Work additional hours per business needs
Attends work regularly and on time
Must be available over the company provided phone during off-hours - Advanced
