Technical Support Associate

About the role

Provide technical support to the end-user community and associated enterprise applications, network connectivity, desktop infrastructure (both physical and virtual), operating systems, software, hardware, and peripherals. Resolve issues through multiple communication channels for support requests from end users to record and resolve reported incidents, service requests, and access requests within agreed service levels. Investigate and respond to all support requests by following documented process and procedure with the goal of restoring or fulfilling IT services for end users.

Responsibilities

• Manage incoming request queues for service via ITSM system; prioritize work based on severity.
• Assist with maintaining the functionality and efficiency of computer and user objects in Active Directory; unlock team member accounts.
• Prepare desktops and laptops by imaging devices in preparation for deployment and test them for proper operation; ensure physical and Virtual Desktop Infrastructure (VDI) devices interconnect seamlessly with application servers, print servers, etc.
• Set up and configure appropriate hardware and software for new team members.
• Respond to technical issues including (but not limited to) desktop/laptop hardware, peripheral equipment, operating systems, installed software, and mobile devices; follow through to resolution and deliver replacement equipment.
• Update Asset Management systems with computer hardware and user details; assist in procurement by identifying hardware part numbers and comparing pricing options.
• Perform all other duties as assigned.

Requirements

• High School Diploma or Equivalent.
• Experience providing technical support to end users on various devices, operating systems, and peripherals (preferred).
• Experience in an Enterprise IT group (preferred).

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections—it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

Globalpayers think like a client, act like an owner, and win as one team. We’re curious and innovative—always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.