IT Support Associate
IT Support Associate
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2years
55000 - 90000
1 Vacancy
Job Description
Summary
The IT Support Associate acts as the first point of contact for ITrelated issues throughout the entire company. The IT Support Associate provides resolution to issues whenever possible and escalates issues to other members of the Information Technology team as necessary ensuring exemplary customer service in every situation.
Who you are
You re a pro at communicating on the page on the phone and electronically including explaining technical solutions in a nontechnical way. Managing multiple projects under time constraints is no problem for you likely because of your keen attention to detail and problemsolving skills. You re great with people which shows in your customer service and ability to diffuse stressful situations in a thoughtful manner. You are always looking at the bigger picture of what is being presented to make sure you are solving the entirety of the problem facing the user not just the apparent technical issue.
What you ll do
Act as the first point of contact for all ITrelated issues within the company responding to requests for technical assistance via phone and electronically.
Respond to all inquiries promptly and with excellent customer service.
Research answers to client questions using available information resources.
Provide troubleshooting and resolution of software and technical issues when possible.
Escalate IT issues to the appropriate BIT department/personnel when unable to initially resolve.
Document and track each issue through to resolution in a timely manner ensuring that all initial contacts from internal customers are resolved.
Troubleshoot reported problems by recreating the issue performing root cause research and testing possible solutions.
Maintain an uptodate level of knowledge with regards to technology in particular systems and devices actively in use by the company.
Develop and maintain relationships with IT vendors.
Manage nonPC devices including printer mobile phone setup and support (remotely).
Provide administrative support to the IT team as required.
Assist as needed with new initiatives within the IT department.
Assist with network administration (remotely).
Troubleshoot equipment problems to the best of ability (remotely).
Other duties responsibilities and special projects as assigned.
What you ll bring
High School diploma or equivalent required.
Minimum of 2 years experience in remote IT support at an enterprise corporate level
Knowledge of mobile device configuration and support (Apple and Android).
Required experience in supporting Mac OS laptops and iOS devices preferably with JAMF Device Management Utility.
Experience with Active Directory preferred.
Experience with Zoom communication platform.
Excellent customer service.
Ability to handle sensitive and challenging support situations with a calm and methodical approach.
Experience working with Executives and sensitive IT situations.
Excellent verbal and written communication skills.
Proven ability and desire to learn new software systems.
Additional Information for Remote Role
Work Hours: Must be flexible to work in different time zones to align with the company s operational hours.
Communication: Strong internet connection and reliable communication tools are essential.
Remote Work Environment: Must have a dedicated workspace free from distractions to ensure productivity.
Cultural Sensitivity: Ability to work effectively with a diverse team and understand cultural differences.
Minimum of 2 years experience in remote IT support at an enterprise corporate level; Knowledge of mobile device configuration and support (Apple and Android). Required experience in supporting Mac OS laptops and iOS devices, preferably with JAMF Device Management Utility.
Employment Type
Full Time
