IT Support Associate II (OPC), IT Services

Amazon•Arlington, VA

4h•$23 - $37•Onsite

About The Position

Are you passionate about helping people solve IT problems? Love being a part of an exciting and innovative environment? Join Amazon IT Services! We’re looking for people who strive to “Work Hard. Have Fun. Make History.” Amazon is seeking bright, adaptable, and hardworking applicants to join our IT Services organization as an IT Support Engineer. IT Support Engineers work with Amazonian's to provide and support the IT equipment and services that are used every day. We treat Amazon employees as our customers and provide timely, accurate, and professional assistance. Amazon's IT Services Support is the first point of contact for technical service requests for Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Engineer will be customer focused and motivated by team success. You will be innovative and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. This position is located onsite in our corporate offices. Hours are Monday through Friday from 8 am to 5 pm. If you are not sure that every qualification on the list above describes you exactly, we’d still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skill-sets. If you’re passionate about this role and want to make an impact on a global scale, please apply! Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. Our IT Services team is a dynamic and diverse group of passionate problem-solvers who thrive on challenges and continuously push the boundaries of innovation. We foster an inclusive and collaborative environment where every voice is heard, and every idea is valued. Join us and be part of a team that truly makes a difference in the lives of Amazonians worldwide. Inclusive Team Culture: Here at Amazon, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship and Career Growth: We're continuously raising our performance bar as we strive to become Earth's Best Employer. We embrace curiosity and continuous learning, empowering you to grow both personally and professionally through mentorship, knowledge-sharing, and career-advancing resources, helping you develop into a better-rounded professional. If you're ready to join a team of passionate problem-solvers and make a real impact, apply now to become an ITS Support Engineer at Amazon!

Requirements

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
High school or equivalent
Experience troubleshooting integrated and interdependent computer systems
Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

Nice To Haves

CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
Experience in a dynamic environment with a high degree of customer service

Responsibilities

Provide comprehensive technical support to Amazon Corporate employees.
Travel between buildings in local area as required.
Occasional travel to other US cities as required.
Look for innovative process improvements and participate on teams to implement change.
Acquire and maintain current knowledge of relevant IT policies in order to provide technically accurate solutions to users.
Provide escalation support for customers requiring complex advanced troubleshooting, beyond the scope of front-line support.
Creates and updates standard operating procedures (SOPs) to improve the teams’ knowledge through knowledge management.
Manages the ticket queue to provide support with a fluctuating case count of trouble tickets, ensuring the customer is always updated on next steps through resolution.
Manages ticket quality by executing ticket auditing across North America.
Assists with technical projects across In-Person Support, assuring deadlines are met and projects are completed on time.
Escalates any identified system or network outage impacting several customers to the correct service owners to mitigate downtime and impact. Assist with activities to triage and troubleshoot any system or network outage as needed.
Follow, update and create standard operating procedures (SOP) to improve the teams' knowledge management.
Interview candidates applying for new roles in OPC.
Identify and provide training for front-line support to assist in career development.
Provide in person support to internal customers for a variety of IT related software and hardware issues.