Technical Support Associate

ZS Associates • Philadelphia, PA

71d • Remote

About The Position

ZS is a place where passion changes lives. As a management consulting and technology firm focused on improving life and how we live it, we transform ideas into impact by bringing together data, science, technology and human ingenuity to deliver better outcomes for all. Here you'll work side-by-side with a powerful collective of thinkers and experts shaping life-changing solutions for patients, caregivers and consumers, worldwide. ZSers drive impact by bringing a client-first mentality to each and every engagement. We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business. Bring your curiosity for learning, bold ideas, courage and passion to drive life-changing impact to ZS. ZS IT Support teams are aligned with the company's business strategy and operating model and aims to provide its 10,000 plus employees and their clients the right tools and information for high performance. The IT organization focuses on providing products and services to ZS to ensure successful business outcomes. This involves providing a scalable, sustainable and reliable IT infrastructure, customized applications, messaging and collaboration products, Business Intelligence and Database administration support along with a reliable 24*7 uninterrupted high-quality technology support services.

Requirements

• Bachelor's degree required with record of high academic achievement.
• 2-4 years' relevant technical support experience, preferably working with remote users.
• Apple Certified Support Professional (ACSP), Apple Certified Associate - Mac Integration, Microsoft (i.e. MCP or MCTS) and ITIL certifications preferred.
• Basic understanding of Windows 11 and Microsoft O365.
• Knowledge of Mac setup and management.
• Strong customer service orientation.
• Effective oral and written communication and organizational skills.
• Eagerness to contribute in a team-oriented environment.
• Ability to work methodically and analytically in a problem-solving environment.
• Experience in enterprise technical support functions.
• Installation and configuration of business applications (i.e. Apple Mac OS, MS Windows 11, O365, current web browsers, etc.).
• Experience with integrating Apple Mac in a Windows environment.
• Experience with system, account, and access provisioning (Active Directory).
• Experience in troubleshooting software, hardware, and connectivity issues, across both PC and Mac platforms.
• Experience with supporting mobile devices, both iOS and Android.
• Experience with basic networking.
• Fluency in English.
• Client-first mentality.
• Intense work ethic.
• Collaborative spirit and problem-solving approach.

Responsibilities

• Develop a strong relationship with office leadership and ZS staff.
• Assist users in the setup and configuration of computer hardware and software.
• Act as owner and ensure resolution of local internal technical issues and requests.
• Utilize ticketing systems to track and resolve incidents.
• Complete administrative tasks, such as initiating vendor/supplier service, asset management, and assisting with organizational efforts.
• Coordination with geographically distributed IT team.
• Participate in IT team projects as assigned.
• Provide technical training for new recruits and any new technology deployments.
• Provide in-person and remote support for PC/Mac laptops, printers, mobile devices.
• Process upgrades of laptop hardware and operating systems.
• Availability for off-hours maintenance and critical incidents.
• Occasional weekend work.

Benefits

• Comprehensive total rewards package including health and well-being.
• Financial planning.
• Annual leave.
• Personal growth and professional development.
• Robust skills development programs.
• Multiple career progression options.
• Internal mobility paths.
• Collaborative culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree