IT Associate I

Job description

PRIMARY RESPONSIBILITIES

• Diagnose incidents with various desktops, software, mobile devices, printers, video conferencing equipment, etc. while following up on tasks to achieve successful resolution.
• Conduct system tests, troubleshoot customer issues and correct software defects.
• Prioritize and focus on overall customer experience while keeping IT team involved and informed.
• Create customer software manuals and project documentation, IT procedures, and develop prototypes for new software technologies.
• Ensure high availability of enterprise voice and data platforms that support internal employee business functions and external customer contact.
• Troubleshoot and remediate issues impacting corporate voice and data operation for end-users.
• Help maintain software applications.
• Frequent communication with customers to gather user requests for different features to improve speed, performance and usability of systems.
• Asses and recognize high-level technical incidents and communicate them to senior technical team.
• Experience supporting users in a Windows 10 environment, including but not limited to: AD, Microsoft Office Suite.
• Responsible for mobile device purchasing, deployment and decommissioning, while maintaining accurate records on cellular vendor portal.
• Maintain and update company VoIP directory, as needed.
• Prepare workstations for shipping and follow through on completion of setup.
• Manage inventory for hardware and software.
• Close collaboration with regional HR teams for user on-boarding and off-boarding

REQUIREMENTS

• 3-5 years of experience in a hands-on IT department (internship experience can be included)
• Knowledge and experience of PC imaging, hardware, and software configuration and troubleshooting in a Microsoft environment
• Proactive, motivated and positive service-oriented attitude
• Understanding of VoIP phone systems and basic maintenance
• Broad working knowledge of network systems
• Excellent interpersonal and communication skills with a colleagues and senior management , as well as outside clients and vendors
• Exceptional problem-solving, troubleshooting, technical, and analytical skills
• Willing to learn, adopt, and embrace changes in technology requirements
• Be able to easily work with abstract and highly technical concepts, as well as explain complex functionality to non-technical end-users
• Some travel to local and regional sites required

PREFFERED

• Knowledge of support based ticketing system
• ITIL Foundation certified
• CompTIA A+ certified
• Microsoft Certified Professional (MCP)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)