IT Support Associate
About The Position
Provide Tier I desktop operating systems and application support to end user base. Monitor help desk phone, email, and support ticketing system to receive, record and resolve issues. Identify the need for and contribute to the creation of knowledge articles for internal and customer reference. Onboard and Off board employees, temps, contractors, and consultants. Assist with the administration of all account-based network services, including Active Directory domain end user, device and policy management, email and instant messaging, IP telephony and messaging and application-specific administrative functions. Responsible for assisting with the IT Asset Management program for the organization.
Requirements
- Bachelor’s in Computer Science, Engineering or related discipline or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired.
- A+ and Network+ certifications or equivalent
- 0-2 years of related work experience providing Tier I desktop application, operating system support and customer service.
- Network and desktop knowledge and experience including experience with any of the following: Client Server: Windows 2016/2019/2022, Desktop: Windows 10/11, Outlook, Visio, Project, MS Office 365, Client Hardware: Workstations, Laptops, Tablets, Apple iOS Devices, Systems Management: MDM Software (Meraki/End Point Manager)
- Network: Strong TCP/IP knowledge, including experience with firewall configuration.
- Excellent communication and customer service skills.
- Demonstrated ability to prioritize and problem solve.
- Strong time management and sense of urgency.
- Troubleshooting skills to resolve issues.
Nice To Haves
- Experience with IT Management tools; Service Now, Quest Kace, Meraki, End Point Manager, MS 365 Admi is preferred.
Responsibilities
- Assist in monitoring the ticketing system to document, assign and resolve end user technical problems.
- Follow-up with customers to ensure appropriate resolutions have been implemented.
- Assist identify, image, configure, customize, assign and deliver workstations for new users, current user equipment upgrades and current user PC re-images.
- Assist with conducting new user orientation as appropriate.
- Retrieve, re-image and store PC equipment from separating employees, temps, contractors and consultants.
- Maintain PC image library.
- Perform all PC workstation, peripherals and IT phone moves for employee, temp, contractor, and consultant physical moves.
- Setup laptops and projectors for conference room meetings in HQ.
- Responsible for maintaining inventory records/asset management, monitoring repairs and procuring IT-authorized hardware and software.
- Assists in administering Active Directory domain accounts as required.
- On board and Off board users by assisting in the creation and suspension of all relevant domain, email, VOIP phone and application accounts as necessary.
- Create, update, and solicit documentation from team members to ensure appropriate knowledge of systems and applications is available.
- As a knowledge center contributor, introduce efficiencies to support processes and provide customers with self-help resources, as appropriate.
- Collaborate with staff in all areas of IT
- Perform other job-related duties as assigned.
Benefits
- market-leading health benefits including medical, dental, vision and prescription
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
