IT Support Associate- Level 2

Menzies Aviation • Grapevine, TX

1d

About The Position

The IT Support Associate is responsible for designing, implementing, maintaining, and supporting user technology, including desktops, printers, phones, cellular phones, and copiers, as well as user-based applications. The role coordinates call center activity and assigns incidents to Level 1 or Level 2 support personnel according to the skills needed. It serves as a point of contact for employees seeking technical support and requires strong communication skills and professionalism.

The associate provides telephone and on-site user support in accordance with IT service level agreements, manages the support queue and operational support activities, maintains IT hardware and software assets, and reports outstanding IT issues to the IT Manager daily. The position also carries workplace health and safety responsibilities, including compliance with company policies and its Substance Misuse Policy.

Requirements

• High technology aptitude, a consistently constructive attitude, and a strong customer service mentality.
• Vendor management experience.
• Excellent communication skills and client-service orientation.
• Experience with operating systems administration, applications administration, backup technology, and networks.
• Familiarity with escalation procedures and service level agreements.
• Ability to work well with all levels of management, staff, and clients.
• Ability to travel as operational requirements dictate.
• Dependable, reliable, and responsible in fulfilling obligations.
• Ability to read, write, and speak fluent English.
• Must pass a pre-employment medical and drug test.
• Ability to lift up to 35 lbs.
• Must become familiar with company policies and procedures.
• Professional conduct including respectfulness, supportive and friendly interactions, clear and honest communication, passion and drive, flexibility, punctuality, reliability, confidence, and focus.

Responsibilities

• Design, document, research and develop, test, implement, or modify user technology based on user and system specifications.
• Provide telephone and on-site user support in accordance with IT service level agreements.
• Manage the support queue to ensure proper deployment of resources.
• Manage and maintain operational support activities, including escalation procedures and service levels.
• Manage IT hardware and software assets.
• Communicate outstanding IT issues to the IT Manager daily.
• Coordinate call center activity and assign incidents to appropriate Level 1 or Level 2 support personnel.
• Perform other duties as assigned.
• Take reasonable care of the health, safety, and wellbeing of oneself and others at work, following provided information, training, and workplace procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed