Digital Workplace Support Associate

Wismettac Asian Foods, Inc • Santa Fe Springs, CA

6d

About The Position

The Digital Workplace Support Associate is a vital role focused on maintaining a secure and productive digital work environment for all employees. The person in this position is responsible for troubleshooting technical issues and ensuring employees have the right tools to succeed. A successful candidate will be able to demonstrate technical aptitude, a robust troubleshooting methodology, and strong communication skills to facilitate the timely resolution of customer issues and provide excellent customer service.

Requirements

• Associates Degree in Computer Science or Network Systems Administration preferred.
• 3 to 5 years’ experience providing customer phone support.
• IT or technical support experience for direct-to-consumer technology is preferred.
• IT Certification, or two years of equivalent experience working in IT or technical support.
• Organizational Skills: Ability to organize and prioritize numerous tasks under various time constraints. Must be able to perform job responsibilities as the workload fluctuates and keep multiple projects progressing simultaneously.
• Technical Knowledge: Strong technical knowledge of IT infrastructure, including desktop systems, operating systems, network connectivity, and common business applications.
• IT Service Management: Basic knowledge of issue ticketing systems and ticket/case lifecycle management. Proficiency in IT service management principles, processes, and tools, with a focus on incident management and request fulfillment.
• Problem-Solving: Strong problem-solving and decision-making abilities, coupled with a customer-centric mindset.
• Communication: Exceptional communication and interpersonal skills, with the ability to convey technical concepts to non-technical users.
• Work Ethic: Proven ability to work well under pressure, prioritize tasks, and manage multiple priorities effectively. A passion for delivering excellent customer service and a commitment to continuous improvement.
• Personal Attributes: Detail-oriented, organized, and able to multitask and shift priorities quickly while maintaining control under limited supervision.
• Reliable and regular attendance is expected.
• Language: Must be able to speak, read, and write English.

Responsibilities

• Provide Technical Support: Respond to digital and technical support inquiries and complaints. Diagnose and resolve issues with hardware (laptops, desktops, mobile devices), software, and network connectivity.
• Manage Digital Tools: Manage essential workplace applications, including Microsoft 365 (Word, Excel, Teams), video conferencing tools (Zoom), and other company-specific software. Assist with user accounts and permissions.
• Ensure Cybersecurity: Support cybersecurity measures by ensuring user devices are secure. This includes helping with multi-factor authentication setup, verifying security patches are installed, and assisting with data security best practices. Help users understand and follow company security policies.
• Manage Endpoints: Focus on the full lifecycle of company devices—from setting up new computers and managing software updates to decommissioning old hardware.
• Maintain Accountability: Create and update support tickets according to documented processes and procedures. Maintain ownership and accountability for issues until they are fully resolved or handed off to other departments.
• Communicate and Collaborate: Maintain open communication with technical teams to ensure timely problem resolution and customer satisfaction. Maintain confidentiality regarding all customer and company data, and foster a positive and collaborative culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees