Support Associate, Technology & Data Center

About the role

Provide first line systems support and customer service for technology hardware, software, and process issues while ensuring that customer problems are documented, troubleshot and resolved or escalated according to documented procedures. This role is on‑site at the Crafton Data Center, 735 Beechnut Drive, Pittsburgh, PA 15205.

Responsibilities

• Provide first line systems support and customer service for technology hardware, software, and process issues, documenting, troubleshooting, resolving or escalating customer problems per documented procedures.
• Monitor, maintain, and troubleshoot IT infrastructure and data communications (LAN/WAN, routers, switches, servers, and data center systems) to ensure network availability, security, and performance; perform diagnostics, resolve incidents, coordinate with vendors and service providers, and follow network standards and telecommunications procedures.
• Ensure operational and facility security and continuity by managing system shutdowns, monitoring alarms and access controls, responding to security incidents, meeting schedules and deadlines, completing shift turnovers, opening incidents and callouts as required, and promptly reporting actual or potential issues to appropriate teams or management.
• Proactively learn new technologies and expand knowledge of current technologies through exploring knowledge base, leveraging Level 2 Analysts, and exploring in lab environment.
• Communicate system outages and issue statuses to IS and business leaders in a clear and timely manner.
• Ability to work onsite in a 7x24x365 data center environment.

Requirements

• 2‑4 years of customer service or Information Technology experience.
• 2‑4 years working in a call center, retail environment, or IT dock (desired).
• Familiarity with ServiceNow, Grafana, SolarWinds, and Aruba Central software (desired).
• Bachelor’s degree (desired).

Benefits

• Health, vision, and dental insurance
• Personal/sick paid time
• 401(k) retirement savings plan
• Bonus potential