IT Technical Support Associate (225-624)

We are seeking a dedicated and skilled IT Technical Support Associate to join our dynamic IT department. As an integral part of our support team, you will be responsible for providing first-line technical assistance to our employees and clients over the phone, chat, and email. This role is pivotal in diagnosing and resolving IT-related issues that users encounter daily. Your expertise in troubleshooting hardware and software will be crucial in ensuring our IT infrastructure operates effectively. As an IT Technical Support Associate, you will gain broad exposure to a variety of IT functions and an opportunity to collaborate with a talented team. If you have a passion for technology and a knack for solving problems, we would love to hear from you!

Responsibilities

• Provide timely and accurate technical support to users via phone, email, and chat.
• Diagnose hardware and software issues efficiently to ensure minimal downtime.
• Assist in the setup and configuration of new hardware and software applications.
• Document and track user issues using ticketing systems and other support tools.
• Maintain, upgrade, and repair existing hardware and software systems as needed.
• Support network connectivity issues and troubleshoot internet connectivity problems.
• Evaluate and recommend improvements to IT processes and procedures for better efficiency.
• Assist in maintaining an updated knowledge base of common issues and resolutions.
• Participate in the deployment and maintenance of IT roadmap and strategic plans.
• Respond promptly to service outages, ensuring service levels are met consistently.
• Collaborate with other IT team members to resolve complicated technical challenges.
• Provide users with training and guidance on how to use hardware and software resources.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 1 year experience in an IT support or technical help desk role.
• Proficiency in troubleshooting hardware, software, and network issues is required.
• Strong understanding of operating systems, such as Windows and macOS, is a must.
• Experience with remote desktop tools and ticketing systems is highly desirable.
• Excellent communication skills with a focus on customer service and support.
• Adept at multitasking and managing high volumes of support requests effectively.