Information Technology Support Associate

About the Role

Early-career technician delivering first-level support; follows procedures, documents solutions, escalates appropriately, and supports routine maintenance with strong customer service. Contributions to procurement and vendor interactions under guidance.

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 timeline.
• Analyze problems systematically to identify root causes and prevent recurrence.
• Apply logical reasoning to prioritize tasks based on urgency and impact.
• 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.
• Continuously manage the operational effectiveness of the branch's hardware, including inventory, end-of-life, ordering, setup, and retiring of all hardware.
• Troubleshoot software issues, roll out new software solutions, manage backup and storage of data, and ensure data security.
• Build and develop solutions in conjunction with operational teams to drive efficiencies, automation, and optimization of productivity.

Qualifications

• Windows 11 OS experience and PC troubleshooting; preferred candidates will have experience building PCs.
• Understanding of technology concepts: PowerShell, Networking, TCP/IP, Cybersecurity, Cabling.
• Experience with software: Office, Exchange, SharePoint.
• Effective problem-solving skills.
• Ability to handle multiple tasks/projects.
• Demonstrated customer service skills and proven interpersonal skills.
• Good communication skills.
• Inquisitive and exploratory mindset.
• IT certifications considered a plus: CompTIA, Cisco, Microsoft, VMware, Linux.

Benefits

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company