IT Support Associate

Our client, a top Fortune company, is seeking an IT Support Associate for an onsite role in New York, NY. This is a 3-month contract with the possibility of extension or conversion to a permanent position. Candidates may be assigned to different sites in close proximity during the assignment.

About the Role

The IT Support Associate is the first point of contact for technical support service requests, handling incoming chats, calls, and online requests from corporate and subsidiary employees worldwide. This role requires a customer-focused mindset, adaptability to new processes, and the ability to manage a high volume of requests while maintaining quality support.

Responsibilities

• Provide basic technical support to corporate employees worldwide.
• Research, resolve, and respond to inquiries via web chat, telephone, email, and ticketing systems in a timely manner, adhering to organizational standards.
• Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying resources, testing fixes, and following up to ensure resolution.
• Create and submit detailed, accurate, and timely call logs documenting customer interactions.
• Inform customers of needed repairs and answer basic questions to ensure satisfaction.
• Follow standard operating procedures (SOP) using knowledge management tools.
• Maintain current knowledge of relevant policies to provide technically accurate solutions.
• Assist with triaging and escalating system or network outages to minimize downtime.
• Provide remote assistance for teleconferencing systems and AV presentation equipment.
• Adhere to shift schedules, including flexibility for weekends and holidays.

Requirements

• 2+ years of experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting.
• High school diploma or equivalent; Associate degree in Computer Science or related field (or equivalent experience).
• 2+ years of experience in a helpdesk or desk-side environment.
• Experience with Windows and Mac OS environments.
• Strong verbal communication skills for technical and non-technical audiences.
• Ability to work independently and within a team.
• Commitment to quality, strong multitasking, and problem-solving skills.

Preferred Qualifications

• Bachelor’s degree in Computer Science or a related IT field.
• Microsoft MCSE or MCITP Systems Administrator (Active Directory) certification.
• Advanced Linux systems administration skills.
• Strong troubleshooting skills for complex systems.
• Ability to explain complex IT concepts in simple terms.
• ITIL Foundation Certification.

Benefits

• Comprehensive healthcare coverage (medical, dental, and vision plans).
• Supplemental coverage (accident, critical illness, and hospital indemnity insurance).
• 401(k) retirement savings plan.
• Life and disability insurance.
• Employee assistance program and legal support.
• Auto, home, and pet insurance.
• Employee discounts with preferred vendors.

Pay

$30/hour – $40/hour (W2), depending on experience.

Schedule

Full-time, with flexibility required for weekends, holidays, and shift work.