It Support Associate

The IT Support Associate's primary responsibility is to ensure proper computer operation in order for end users to accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user support requests, and escalation of incidents when considered appropriate and necessary to maintain service level expectations.
Success Factors
Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware via ticket system
• Train computer users as needed
• Assist in troubleshooting and problem solving in a timely manner
• Perform on-site analysis, diagnosis, and resolution of complex desktop issues for end-users; recommend and implement corrective solutions, including repair for remote users as needed
• Maintain daily performance of computers and follow up with users and team members to ensure issues have been resolved
• Manage and troubleshoot telecommunication issues, accessing control of systems as needed
• Track and manage incoming support tickets in ServiceNow platform
• Maintain user satisfaction with their IT working environment
• Maintain front-end IT infrastructure (work stations, printers, Cisco phone system, etc) and their reliability
• Local order management of IT equipment and consumables
• Develop in-depth product knowledge in order to resolve customer questions and issues
• Follow standard Service Desk operating procedures
• End-user account maintenance, including account creation, ongoing maintenance and deletion
• Implement and assist the IT Manager on the roll out of new applications, hardware or operating systems:
• Learn about the new application or operating systems;
• Run tests before implementing them in all systems;
• Evaluate new applications or operative systems; and
• Install them on all systems in the company
• Other duties as assigned

• Take initiative to be a team player (seeks out opportunities to help others)
• Treat everyone with respect
• Develop loyalty and trust with team
• Successfully adapt to different personalities and working styles
• Proactively and effectively communicate information regarding status issues to team members
• Hold self accountable for assigned work; seek continuous feedback to learn and develop in role; open to new ideas and suggestions

• Excellent organization skills and strong attention to detail
• Multitasker with the ability to prioritize work accordingly
• Excellent verbal and written communication skills with strong client service focus
• Strong analytical and interpersonal skills
• Ability to work autonomously under the pressure of tight deadlines and multiple priorities

• Associate's degree in Computer Science, Management Information Systems or equivalent experience within a technical support function
• 5+ years' experience working in IT support or at a help desk capacity preferred
• Demonstrated experience in using Microsoft Office Suite products, Microsoft certification a plus
• Experience with mobile device management system requirements preferred
• A+ technology certification required
• Previous service management or ITL ticketing system experience preferred (ServiceNow a plus)
• Ability to communicate with individuals at all levels of technical and non-technical skill sets
• Ability to work extended hours on occasion and available on off hours during busier times of the year; occasional travel to other locations required

• Must be able to remain in a stationary position as needed
• The person in this position needs to occasionally move about inside the office and at client offices to access file cabinets, office machinery etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Ability to communicate in a professional manner and exchange information with internal and external actors as needed
• Ability to lift/carry up to 20 pounds
• Ability to work outside of normal business hours and weekends as needed
• Ability to travel to local and non-local clients as needed, overnight travel may be required
• This job description is subject to change at any time and employee will be given additional responsibilities as assigned.