The IT Support Associate will be responsible for the design, implementation, maintenance, and support of user technology to include but not limited to: desktops, printers, phones, cellular phones and copiers. The IT Support Associate is also responsible for the maintenance and support of user based applications. The IT Support Associate coordinates call center activity and assigns tasks to the proper Level 1 or Level 2 support personnel depending on the skills needed to solve the incident. The IT Support will be point of contact to all employees in need of technical support so strong communication skills and a high-level of professionalism is required.
Primary Accountabilities and Duties:
- Design, Documentation, Research and development, testing, implementation or modification of user technology based on user and system specification.
- Provide telephone and on-site user support in accordance with IT service level agreements.
- Manage Support queue for proper deployment of resources.
- Manage and maintain operational support activities, such as escalation procedures and service levels.
- IT hardware and software assets management.
- Communicates all IT Outstanding issues to the IT manager on daily basis.
- Perform other duties as assigned.
Essential Skills and Qualifications:
- High technology aptitude, a consistently constructive attitude, and strong customer service mentality.
- Vendor management experience.
- Excellent communication skills and client-service orientation.
- Operating Systems Administration, Applications Administration, Backup technology and network experience.
- Familiarity with escalation procedures and service level agreements.
- Ability to work well with all levels of management, staff and clients.
- Ability to travel on operational requirements
- Dependable, reliable and responsible in fulfilling obligations
- Ability to read, write and speak fluent English
- Must pass pre-employment Background, medical and drug test.
- Ability to lift up to 35 lbs.