IT Support Associate

Job Overview

Responsibilities

• Managing low-level incoming tickets, assisting client users with platform navigation, and troubleshooting software configuration or integration issues.
• Guiding new business clients through the setup and implementation phase of custom IT infrastructure or software packages.
• Diagnose and resolve technical problems in a timely and professional manner remotely.
• Manage user accounts and access permissions across various platforms, including Microsoft 365.
• Log and track all support requests and incidents in our ticketing system from initial contact to final resolution.
• Escalate complex issues to senior IT staff while maintaining ownership of the user communication.
• Develop and maintain technical documentation and user guides to support our internal knowledge base.

Qualifications

• Proven experience in an IT support, service desk, or help-desk role.
• Knowledge of Windows operating systems and the Microsoft 365/Office 365 ecosystem.
• A understanding of basic networking concepts, including TCP/IP, DNS, and DHCP.
• Excellent problem-solving skills with a logical and analytical approach.
• Strong communication and interpersonal skills, with a focus on providing excellent customer service.
• The ability to work independently and prioritize tasks effectively in a fast-paced environment.
• Experience with a help-desk ticketing system is desirable.

Benefits

• A competitive hourly wage in line with your experience.
• Opportunities for professional development and continuous learning in a cutting-edge technology environment.
• A collaborative and supportive work culture that values innovation and teamwork.
• The chance to be part of a forward-thinking company leading the charge in AI transformation.