Entry-Level IT Support Associate (F)

Responsibilities

• Handle Tier 1 tickets, daily shift walks, routine audits, remote hands requests, etc.
• Follow strict security protocols to allow client access requests inside the data center using specific access control criteria
• When necessary, enforce security protocols -- for example, if a client requests to remove equipment without prior notification or as per contractual obligation
• Follow shipping and receiving procedures to ensure the secure transport of materials to and from the facility
• Cover the front desk phone, and conduct physical and virtual security checks
• Process and prioritize client and employee technical requests by phone, email or in person
• Use the ticketing system to log all requests and activities including documentation of special requests and customizations considered important for future support

Requirements

• Industry certification(s) preferred (such as the CCNA, CompTIA A+ or Network+, for example)
• A strong passion for a career in IT and/or technology and evidence showing IT experience
• Aceessory degree in a technical discipline or technical equivalent work experience
• Previous exposure to or experience in an IT environment
• Previous customer-service work experience
• Must always be professional and patient, as this is a client-facing role
• Excellent written and verbal communication skills
• Strong analytical and independent problem-solving skills
• Able to prioritize and manage multiple responsibilities that are time-sensitive
• Having a willingness and ability to learn quickly
• Must pass pre-employment screens

Qualifications

• Associate degree in a technical discipline or technical equivalent work experience

Professional Development & Training

Expedient places high value on professional development and education. We will cover the costs up front for our IT Support Associates to obtain relevant technical certifications such as CompTIA, A+, Network + etc. Certain certifications that are higher in difficulty to obtain have attached bonuses for completion.

Pay

The hourly rate of pay is closely based on your technical experience and knowledge, work experience and/or academic experience. This entry-level role seeks a passionate candidate who is interested in pursuing a career in IT and is willing and able to learn, so any level of experience will be considered. Range of pay of $32,000 - $37,000 per year, paid out hourly, can vary depending on market and shift.

Schedule and Shift Premium

This position operates on a regular schedule of Sunday through Tuesday, alt. Wednesdays from 7 am to 7 pm local time and includes an additional bonus, paid out upon completion of the initial training. Additionally, lunch breaks are fully paid for all IT Support Associates working 12-hour shifts.

Physical Tasks/Demands

• Sitting - stationary/seated position during the workday in order to check in visitors
• Walking - must be able escort visitors to their equipment; must be able to walk the entire perimeter of the physical plant/data center several times during the shift to conduct hands-on assessments ensuring building safety compliance by checking doors, checking temperature sensors in various areas of the server room/data center
• Lifting - frequently lifts lightweight items and occasionally lifts heavy-weight materials such as equipment, parts, computer and server hardware
• Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitor badges, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch, and crawl into tight places to access computer hardware, to conduct safety checks, to move equipment, install equipment, etc. as required