IT Technical Support Associate (225-915)

As an IT Technical Support Associate, you will be pivotal in ensuring the smooth operation of the organization's IT systems. You will be responsible for providing technical assistance and support related to computer systems, hardware, or software. You will respond to queries, run diagnostic programs, isolate problems, determine and implement solutions. You are the first point of contact for individuals experiencing issues with their computers or applications, and hence, you need to be proficient in troubleshooting and problem-solving. Patience, excellent customer service, and communication skills are crucial as you guide users through technical issues and come up with effective solutions to ensure minimal disruption to business operations.

Responsibilities

• Provide first-line technical support to internal and external clients effectively and efficiently.
• Diagnose and resolve technical hardware and software issues on users' devices.
• Log all user queries and issues accurately within the company's ticketing system.
• Provide guidance and assistance to users via calls, emails, and in-person interactions.
• Ensure that all queries are resolved in a timely and professional manner.
• Escalate complex issues to the appropriate support teams for further assistance.
• Maintain an up-to-date knowledge base of known issues and troubleshooting steps.
• Conduct regular system updates and backups as part of preventative maintenance.
• Participate in the deployment of hardware and software when necessary.
• Assist in developing user manuals and procedural documentation for various systems.
• Monitor IT systems for suspicious activities or discrepancies, escalating when needed.
• Enhance technical support effectiveness by providing constructive feedback and suggestions for process improvements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role or similar position preferred.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Excellent problem-solving skills and ability to manage multiple priorities effectively.
• Outstanding customer service and communication skills, both written and verbal.
• Familiarity with a variety of operating systems and platforms is beneficial.
• Ability to work independently and as part of a team in fast-paced environments.