IT Support Associate II, OPSTech IT -Service Desk

Operations is at the heart of Amazon’s business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS IT provides nonstop global IT support to Amazon Operations as a vital piece to the puzzle. We take ownership for what we do - whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Operations facility, or delighting our customers by delivering packages directly to them. OTS IT provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile…, The OTS Global Service Desk is a virtual extension of field IT teams, providing prompt and professional remote IT assistance to team members, partner organizations, and customers across the global fulfillment organization The team operates with a #BetterTogether and #OneTeam mindset in service of shared organizational goals The role involves troubleshooting technical issues, enabling access to critical systems, and resolving customer queries through phone and chat interactions The team leverages the latest tools and continuously hones skills to deliver efficient, effective solutions that keep workflows running smoothly Every interaction is approached with a dedicated focus on customer satisfaction, ensuring a positive support experience

Key job responsibilities

• Offer remote support for requests received through phone and chat interactions, incidents, and service requests assigned in ServiceNow, ensuring first-contact resolution and adherence to defined SLA targets
• Diagnose and resolve IT support issues related to accounts and passwords, desktop/laptop Windows environments, ACME applications, printers, scanners, and general workspace technology by following established policies, procedures, and knowledge base articles
• Follow escalation protocols to identify, troubleshoot, and route unresolved issues to the appropriate resolver group within defined timelines, ensuring accurate documentation and warm handoff to minimize customer impact
• Perform deep dive analysis on incident patterns, root causes, and ticket trends to produce actionable analytics that support operational decision-making and continuous improvement initiatives
• Maintain, create, and update policies, procedures, and standard operating processes to reflect current support workflows, ensuring accuracy and accessibility for the broader Service Desk team We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.

Experience in communicating technical concepts to a non-technical audience

• 2+ years of corporate setting Windows, Mac or Linux Operating systems support experience
• Experience managing work and priorities through a ticketing system and coordination with Manager
• Experience demonstrating problem solving and root cause analysis
• Bachelor’s degree in an IT-related field (e.g., Computer Science, Network Engineering), or experience related IT

Preferred Qualifications

• Experience managing a high volume of requests and competing deadlines
• Experience providing customer-facing technical support with strong verbal and written communication skills
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience with Active Directory account provisioning, password resets, and access management
• Familiarity with ITIL incident and request management processes
• Experience working against defined KPIs such as SLA, CSAT, MTTR, or first-contact resolution targets
• Experience creating or contributing to knowledge base articles or technical documentation