Associate IT Support Specialist

As an Associate IT Support Specialist, you are a front-line team member of the User Management team. In this role, you will be responsible for providing essential technical support to users, while helping to maintain the functionality and efficiency of clients' IT systems. Thinking ahead, seeing beyond, and building together Vervint is a purpose-driven, global consultancy that is a digital catalyst, empowering people and organizations to thrive in the experience-driven world. Vervint offers cross-functional expertise and guidance that goes beyond great tech - believing technology, thoughtful strategy, and human creativity lead to real progress and transformation. With a human-focused approach, Vervint provides a roadmap for success inherent in design, empathy, and ingenuity. Our commitment to purposeful progress gives us a unique ability to thrive at the intersection of technology, strategy, and experience to create impactful solutions that are more than simply migrating, integrating, or building tech. With offices in Michigan and Minnesota and employees across the globe, we put people at the heart of everything we do. Our values are part of what makes us different - for our employees, clients, and the communities in which we live and work. At Vervint, our purpose is progress, and we are out to improve lives by keeping humanity at the core of every solution. What you'll accomplish:

• Perform Tier I level support.
• Assist users who encounter technical issues, including problems with computer hardware, software, networks, and other technology-related challenges.
• Diagnose and resolve technical problems by providing step-by-step guidance, troubleshooting, or escalating more complex issues to more senior level team members.
• Maintain detailed records of each support request, including the issue description, troubleshooting steps taken, and the resolution provided.
• Use ticketing system to track and manage support requests efficiently and effectively.
• Support clients through on-call rotation.

• Customer service mindset, with an emphasis on empathy, problem-solving skills, and the ability to communicate clearly and patiently with people of diverse backgrounds and abilities while assisting users.
• Experience with Windows 7, 8.1, and 10.
• Experience with commonly used applications including Microsoft Office, Adobe products, and internet browsers.
• Willingness to participate in an on-call rotation and perform after hours work as needed.
• Mac troubleshooting experience preferred; a willingness to learn is valued.

Education/Experience:

• High school diploma or equivalent or combination of education and experience. Advanced technical training preferred.
• Launching your career, at least 0-2 years of experience with desktop troubleshooting.

You Belong. At Vervint, we embrace all the facets of identity that make you - you. From race, gender identity, and veteran status to disabilities and more, your lived experiences enrich everyone around you. We know when we create an environment of safety and respect for individuals and their identities, we all do our best work. That is why we celebrate diversity, foster equity, and champion inclusion within our company, the work we do, and our communities. As we work together, we commit to continuous growth, learning from our mistakes, and expanding on our caring culture to bring our values to life.