Associate IT Specialist

nCino, Inc.•Wilmington, NC

4d•$23 - $36

About The Position

nCino offers exciting career opportunities for individuals who want to join the worldwide leader in cloud banking. Provides first-line technical support for user technology needs as part of the IT Help Desk team. Monitors and prioritizes support ticket queue, delivers solutions and documentation to users, provisions new systems, and troubleshoots hardware and software issues. Focuses on delivering responsive technical support while developing foundational IT skills and contributing to team success metrics.

Requirements

Undergraduate degree in Computer Science, Information Technology, or related field or relevant IT support experience or equivalent combination of education and experience
Foundational knowledge of computer hardware, operating systems (Windows, macOS), and common software applications
Basic understanding of networking concepts, user account management, and IT security principles
Strong customer service orientation with excellent interpersonal skills and professional demeanor
Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
Strong problem-solving skills with logical, systematic approach to troubleshooting
Detail-oriented with ability to document issues clearly and follow established procedures accurately
Ability to work collaboratively in team environment and seek guidance appropriately from senior team members
Strong organizational skills with ability to manage multiple support requests and prioritize effectively
Willingness to learn new technologies and adapt to changing business requirements in fast-paced environment
Commitment to maintaining confidentiality and security when handling user data and system access

Nice To Haves

Passion for technology and delivering exceptional customer service to internal stakeholders
IT support certifications (CompTIA A+, Microsoft, Apple, or similar)
Experience with IT service management tools and ticketing systems

Responsibilities

Provide responsive technical assistance to stakeholders via phone, remote, and face-to-face interactions, helping users resolve issues and enhance technical capabilities.
Assist in triaging and responding to tickets in global IT Help Desk queue, monitoring internal support channels and handling walk-up requests.
Prioritize support requests based on risk and impact to stakeholders, following established procedures and service level agreements.
Troubleshoot and resolve issues across hardware solutions including Mac/PC systems, mobile devices, office printers, audiovisual systems, and video conferencing equipment.
Support software troubleshooting for operating systems, productivity applications, collaboration tools, and enterprise SaaS platforms.
Assist with user account provisioning and access management following established security procedures and identity management protocols.
Document technical issues, resolutions, and procedures in knowledge base to support team efficiency and user self-service.
Participate in new employee onboarding by setting up hardware, configuring software, and providing initial technical orientation.
Monitor system alerts and notifications, escalating issues to appropriate IT teams when specialized expertise is required.
Collaborate with IT team members on support activities, seeking mentorship to develop technical skills and problem-solving capabilities.
Stay current with IT support best practices and emerging technologies through self-directed learning and participation in training programs.
Maintain professional demeanor and customer service excellence while managing multiple concurrent support requests in fast-paced environment.
Leverage advanced technologies including AI/ML and intelligent automation to optimize infrastructure operations, predict system issues, and enhance decision-making capabilities.