IT Support Associate I

About the Role

Early-career technician delivering first-level support.

Key Responsibilities

• Provide first-level technical support for hardware, software, and network issues, ensuring timely resolution.
• Assist in system updates, patching, and basic configuration under supervision.
• Maintain proficiency in troubleshooting operating systems, enterprise applications, and peripheral devices.
• Document technical solutions and contribute to the knowledge base for recurring issues.
• Communicate technical information clearly and effectively to non-technical users.
• Escalate complex issues promptly to senior technicians or relevant teams with detailed context.
• Deliver support with empathy and professionalism, ensuring a positive user experience.
• Respond to service requests promptly and keep users informed about resolution timelines.
• Follow established IT policies, security protocols, and compliance requirements.
• Ensure accurate logging of incidents and resolutions in the ticketing system for audit purposes.
• Assist in periodic audits by providing required documentation and system checks.
• Support procurement processes by providing accurate specifications for IT equipment.
• Collaborate with vendors for warranty claims or repairs under guidance from senior staff.
• Manage the operational effectiveness of the branch's hardware, including inventory, ordering, setup, and retiring.
• Troubleshoot software issues.
• Roll out new software solutions.
• Manage the backup, storage, and security of data.
• Build and develop solutions to drive efficiencies, automation, and optimization of productivity in conjunction with operational teams.

Requirements & Tech Stack

• Windows 11 OS experience and PC Troubleshooting.
• Experience building PCs is preferred.
• PowerShell
• Networking
• TCPIP
• Cybersecurity
• Cabling
• Microsoft Office
• Exchange
• SharePoint

Qualifications

• Effective problem-solving skills.
• Ability to handle multiple tasks/projects.
• Demonstrated customer service skills and proven interpersonal skills.
• Good communication skills.
• Inquisitive and exploratory mind-set.
• IT Certifications are considered a plus: CompTIA, Cisco, Microsoft, VMware, Linux.