IT Technical Support Associate 11N25

The IT Technical Support Associate is a critical member of our technology support team, ensuring seamless technology operations within the company. This individual is responsible for providing first-line assistance to end-users, troubleshooting technical issues, and facilitating the smooth operation of technology systems. The role is crucial for maintaining the company's network infrastructure and ensuring optimal system performance. Working closely with other IT professionals, the associate will seek to resolve hardware and software issues, conduct routine maintenance, and support IT projects. This position requires a high level of technical aptitude, an ability to resolve issues efficiently, and excellent interpersonal skills to effectively communicate with users of varying technical abilities.

Responsibilities

• Provide first-line response to technical requests and queries from users efficiently.
• Diagnose and troubleshoot hardware, software, and network issues accurately.
• Assist users in understanding and utilizing technology systems and software tools.
• Install, configure, and update software and hardware systems effectively.
• Escalate unresolved technical problems to higher-level IT support when necessary.
• Document and track all support requests using the company’s ticketing system.
• Conduct routine checks and maintenance on all IT equipment and systems.
• Support the onboarding process by setting up new employee workstations.
• Collaborate with the IT team to implement new technology solutions and upgrades.
• Participate actively in resolving network connectivity issues within the organization.
• Train end-users on new technologies and provide ongoing technical support and guidance.
• Participate in creating and maintaining IT documentation and user guides as needed.

Requirements

• Bachelor's degree in information technology or related field preferred.
• Minimum of two years of experience in an IT support role environment.
• Strong problem-solving skills with the ability to troubleshoot IT issues independently.
• Excellent communication skills to convey technical information to non-technical users.
• Proficiency in operating systems such as Windows, MacOS, and Linux environments.
• Experience with network management and supporting IT infrastructure is essential.
• Ability to manage time effectively and prioritize tasks under high pressure.