IT Support Associate

Summary

The IT Support Associate acts as the first point of contact for IT-related issues throughout the entire company. The IT Support Associate provides resolution to issues whenever possible and escalates issues to other members of the Information Technology team as necessary, ensuring exemplary customer service in every situation.

Who you are

You’re a pro at communicating on the page, on the phone, and electronically, including explaining technical solutions in a non-technical way. Managing multiple projects under time constraints is no problem for you, likely because of your keen attention to detail and problem-solving skills. You’re great with people, which shows in your customer service and ability to diffuse stressful situations in a thoughtful manner. You are always looking at the bigger picture of what is being presented to make sure you are solving the entirety of the problem facing the user, not just the apparent technical issue.

What you’ll do

●        Act as the first point of contact for all IT-related issues within the company, responding to requests for technical assistance via phone and electronically.

●        Respond to all inquiries promptly and with excellent customer service.

●        Research answers to client questions using available information resources.

●        Provide troubleshooting and resolution of software and technical issues when possible.

●        Escalate IT issues to the appropriate BIT department/personnel when unable to initially resolve.

●        Document and track each issue through to resolution in a timely manner, ensuring that all initial contacts from internal customers are resolved.

●        Troubleshoot reported problems by recreating the issue, performing root cause research, and testing possible solutions.

●        Maintain an up-to-date level of knowledge with regards to technology, in particular systems and devices actively in use by the company.

●        Develop and maintain relationships with IT vendors.

●        Manage non-PC devices, including printer, mobile phone setup and support (remotely).

●        Provide administrative support to the IT team as required.

●        Assist as needed with new initiatives within the IT department.

●        Assist with network administration (remotely).

●        Troubleshoot equipment problems to the best of ability (remotely).

●        Other duties, responsibilities, and special projects as assigned.

What you’ll bring

●        High School diploma or equivalent required.

●        Minimum of 2 years’ experience in remote IT support at an enterprise corporate level

●        Knowledge of mobile device configuration and support (Apple and Android).

●        Required experience in supporting Mac OS laptops and iOS devices, preferably with JAMF Device Management Utility.

●        Experience with Active Directory preferred.

●        Experience with Zoom communication platform.

●        Excellent customer service.

●        Ability to handle sensitive and challenging support situations with a calm and methodical approach.

●        Experience working with Executives and sensitive IT situations.

●        Excellent verbal and written communication skills.

●        Proven ability and desire to learn new software systems.

Additional Information for Remote Role

●        Work Hours: Must be flexible to work in different time zones to align with the company’s operational hours.

●        Communication: Strong internet connection and reliable communication tools are essential.

●        Remote Work Environment: Must have a dedicated workspace free from distractions to ensure productivity.

●        Cultural Sensitivity: Ability to work effectively with a diverse team and understand cultural differences.