IT Support Associate, Infrastructure Operations

About the Role

The IT Support Associate works on the Infrastructure Operations team within IT Infrastructure. This is a hands-on role focused on installing, troubleshooting, and repairing computer systems, hardware, off-the-shelf (OTS) software, and computer peripherals.

Key Responsibilities

• Perform desktop support, including hardware, software, network, printers, scanners, and audio-visual (A/V) equipment, for all internal users, both on-site and remote.
• Perform On-Boarding & Off-Boarding of all personnel, involving deploying & recovering laptops and supporting IT peripheral equipment.
• Image, configure, and deploy Windows 11 workstations.
• Troubleshoot Microsoft Office 365, Adobe Acrobat, Call Center software Five9, and other proprietary software.
• Proactively troubleshoot production issues, identify and capture root causes, action items, and lessons learned after incidents and infrastructure events.
• Enforce company security procedures and policies by ensuring all workstations meet security guidelines.
• Work to meet all Service Level Agreements (SLAs) for production systems.
• Assist the extended IT Infrastructure Team as needed.
• Maintain proper documentation of all equipment and procedures.
• Log all work within the company’s incident and problem management system.

Requirements & Tech Stack

• Windows 11 workstations, printers, and basic networking.
• Solid understanding of desktop systems and OTS applications.
• Excellent hardware skills with an understanding of Dell & Lenovo laptops, peripheral equipment, printers, basic networking, and other competencies to resolve issues promptly.
• Ability to troubleshoot and fix Tier 1 & 2 IT-related issues.
• Excellent knowledge of Windows 11, Active Directory, Group Policy, DNS, and DHCP.
• Good knowledge of cloud-based infrastructure support tools and technology.
• Strong written & verbal communication; attention to detail; strong organization skills; ability to manage multiple priorities well; calm under pressure; ability to provide support outside of regular business hours as needed.

Qualifications

• 0 to 2 years supporting IT Infrastructure functions.
• Healthcare IT Infrastructure and HIPAA compliance experience a plus.
• Support of Apple Macs and mobile devices in a corporate environment is a plus.
• Excellent customer service skills.

Education

• Bachelor’s degree or higher in Computer Science or Engineering.
• MCSA, A+, Net+ certifications preferred.