The IT Support Associate will support Company employees by providing prompt support to troubleshoot and resolve day-to-day technology issues of our customers, including but not limited to desktop applications, custom applications, and computer hardware) He/she will be responsible for team members' computer and account management provisioning and de-provisioning as well as inventory management of equipment Installation, configuration, and support of network resources including printers, VOIP phone system and other peripheral devices among many other tasks will be a part of daily duties He/she will update and maintain the status of tickets within ServiceNow incident and problem management system The IT Support Associate will work on all aspects of problem resolution for employees; this includes but is not limited to driving the resolution from IT Support teams, cross-functional organizations, and external vendors Using their expertise, he/she will identify opportunities for continuous process improvements and if needed, partner with other Company technology teams to design, plan and implement a resolution Provide routine support for end user with IT-related issues in a timely and professional manner Follows standard help desk operating procedures to accurately log all requests using established request tracking software Answers, evaluates and prioritizes incoming ticket requests for IT service in a professional, courteous manner Set up and configure new computers Install application software Set up/remove user accounts on systems (network, email, phone, security, etc.). Track and update IT inventory Resolves routine hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues Performs first-line support and customer service with internal employees and external partners to resolve problems and to maintain high level of customer satisfaction Interfaces with department peers, internal employees, and external partners to escalate problems, issues, and communications appropriately Learns fundamental operations of commonly used software, hardware, and other equipment Adheres to all confidentiality rules and policies Follow all company and department policies and rules Ensures that all problems are logged, resolved/assigned for resolution, prioritized and tracked, and communicated appropriately Qualifications High School or GED - Required 3 years or more IT Experience or knowledge - Required Clearly and effectively communicate with customers both in writing and verbally Work additional hours per business needs Attends work regularly and on time Must be available over the company provided phone during off-hours - Advanced
