Associate, IT Support

About the Role

The IT Support Associate works on the Infrastructure Operations team within IT Infrastructure. This is a primarily hands-on role focused on installing, troubleshooting, and repairing computer systems, hardware, off-the-shelf (OTS) software, and computer peripherals. The position involves user on-boarding and off-boarding, resolving general technology problems, and ensuring the correct operation of company workstations. This role requires maintaining documentation of equipment and procedures and logging all work within the company’s incident and problem management system. Collaboration with business users, Application Development personnel, and peers in IT Infrastructure is essential to support ConnectiveRx business operations.

Key Responsibilities

• Perform desktop support (hardware, software, network, printers, scanners, audio-visual equipment) for all internal users, on-site and remote.
• Execute On-Boarding & Off-Boarding for personnel, including deploying and 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 root causes, and capture 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.

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, and basic networking.
• 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.
• Ability to remain 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.

Education

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