Senior Associate, Technology Services
About The Position
We are seeking a highly motivated and customer-focused Senior Associate to join our Corporate & Technology Services Team. The ideal candidate will have excellent people and communication skills and a strong technical background. The individual will be required to be in the office 5 days a week. Responsibilities include: Serve as senior technical resource for complex end-user issues requiring advanced troubleshooting across hardware, software, and enterprise applications. Handle tier 1 escalations and provide technical guidance to junior helpdesk staff. Triage and prioritize incoming requests via phone, email, messaging, and service desk system, making independent decisions on escalation paths for critical issues. Document comprehensive technical solutions and develop knowledge base articles to improve team efficiency and reduce repeat incidents. Contribute to process improvement initiatives and standardization of support procedures. Provide expert-level support for enterprise, Windows OS environments, and M365 suite. Lead technical execution of software deployments, hardware deployments, system upgrades, and projects, as needed. Perform advanced diagnostic analysis using multiple tools and methodologies. Conduct root cause analysis for recurring issues and recommend preventive measures to IT leadership. Deliver white-glove deskside support including complex hardware/software installations, system migrations, and custom configurations. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. Perform post-resolution follow-ups to help requests. Provide excellent audiovisual support for various meetings, as needed. Track and report on ticket trends, user satisfaction, and resolution metrics. Participate in on-call rotation providing remote and after-hours support for global operations. Identify and learn appropriate software and hardware used and supported by the organization. Perform related duties consistent with the scope and intent of the position.
Requirements
- 5-7 years progressive experience in enterprise IT support with demonstrated technical leadership
- Strong proficiency in Microsoft Windows OS, OWA, Office 365/M365 administration
- Mobility Management – iOS and Intune
- Expert knowledge of hardware diagnostics and application troubleshooting methodologies
- Experience with current operating systems and imaging with current tools
- Working knowledge of networking fundamentals and system administration concepts
- Strong technical problem-solver who can diagnose and resolve issues others escalate
- Experience with ITSM platforms and familiarity with ITIL framework principles
- Exceptional written and oral communication skills.
- Detail-oriented with strong documentation skills and commitment to knowledge sharing
- Natural mentor who shares knowledge and elevates team capabilities through informal coaching
- Strong organizational skills, possessing the ability to meet deadlines, prioritize effectively and work independently within guidelines.
- Team player with strong integrity and professionalism
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Calm under pressure with proven ability to manage multiple priorities and critical incidents
- Proven ability to self-start and work independently on complex technical issues with minimal supervision
- Self-starter who identifies improvement opportunities and takes initiative to implement solutions
- A Bachelor’s degree in Computer Science, Management Information Systems, or a related field (and/or equivalent experience).
Nice To Haves
- IT certifications a plus (ex. CompTIA A+, CompTIA Network+, Microsoft MTA, etc.)
Responsibilities
- Serve as senior technical resource for complex end-user issues requiring advanced troubleshooting across hardware, software, and enterprise applications.
- Handle tier 1 escalations and provide technical guidance to junior helpdesk staff.
- Triage and prioritize incoming requests via phone, email, messaging, and service desk system, making independent decisions on escalation paths for critical issues.
- Document comprehensive technical solutions and develop knowledge base articles to improve team efficiency and reduce repeat incidents.
- Contribute to process improvement initiatives and standardization of support procedures.
- Provide expert-level support for enterprise, Windows OS environments, and M365 suite.
- Lead technical execution of software deployments, hardware deployments, system upgrades, and projects, as needed.
- Perform advanced diagnostic analysis using multiple tools and methodologies.
- Conduct root cause analysis for recurring issues and recommend preventive measures to IT leadership.
- Deliver white-glove deskside support including complex hardware/software installations, system migrations, and custom configurations.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
- Perform post-resolution follow-ups to help requests.
- Provide excellent audiovisual support for various meetings, as needed.
- Track and report on ticket trends, user satisfaction, and resolution metrics.
- Participate in on-call rotation providing remote and after-hours support for global operations.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform related duties consistent with the scope and intent of the position.
Benefits
- In addition to a competitive base salary, you will be eligible to receive discretionary bonus incentives, a comprehensive benefits package and a flexible work arrangement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
