Associate, IT Support Technician

The Associate, IT Support Technician, works on the Infrastructure Operations Team within IT Infrastructure. This position is primarily a hands-on role that will install, troubleshoot, and repair computer systems, hardware, off-the-shelf (OTS) software, and computer peripherals. This person s primary responsibilities include On-Boarding, Off-Boarding, resolving internal user problems, and ensuring the correct operation of personal computers. This person will maintain proper documentation of all equipment and procedures and log all work within the company s incident and problem management system. This position must work closely with business users, Application Development personnel, and peers in IT Infrastructure to support Client business operations.

What You Will do:

• Perform desktop support, i.e., hardware, software, network, printers, scanners, and audio-visual (A/V) equipment, for all internal users, both on-site and remote.
• Perform On-Boarding & Off-Boarding of all personnel concerning deploying & recovering laptops and supporting IT peripheral equipment.
• Image, configure, and deploy Windows 10 workstations.
• Troubleshoot Microsoft Office 365, Adobe Acrobat, Call Center software Five9, and other proprietary software as needed.
• Proactively troubleshoot production issues as needed and identify and capture root causes, action items, and lessons learned after all incidents and infrastructure events.
• Enforce company security procedures and policies by ensuring all workstations meet security guidelines.
• Work to meet all Service Level Agreements (SLAs) for production systems.
• Assist the extended IT Infrastructure Team as needed.

• Associate 0 to 2 years supporting IT Infrastructure functions
• Windows 10 workstations, printers, and basic networking.
• Healthcare IT Infrastructure and HIPAA compliance experience a plus.
• Solid understanding of desktop systems and OTS applications.
• Excellent hardware skills with an understanding of Dell & Lenovo laptops, peripheral equipment, printers, basic networking, and other competencies to resolve issues promptly.
• Support of Apple Macs and mobile devices in a corporate environment is a plus.
• Excellent customer service skills.
• Ability to troubleshoot and fix Tier 1 & 2 IT-related issues.
• Excellent knowledge of Windows 10, Active Directory, Group Policy, DNS, and DHCP.
• Good knowledge of cloud-based infrastructure support tools and technology.
• Strong written & verbal communication; attention to detail; strong organization skills; ability to manage multiple priorities well; calm under pressure; ability to provide support outside of regular business hours as needed.

Education:

• Bachelor s degree or higher in Computer Science or Engineering. MCSA, A+, Net+ certifications preferred.

Languages:

English, Required

IT INFRASTRUCTURE SUPPORT

WINDOWS 10

PRINTERS

BASIC NETWORKING

DESKTOP SYSTEMS, CLOUD-BASED INFRASTRUCTURE SUPPORT TOOLS

CUSTOMER SERVICE

TROUBLESHOOTING

TIER 1 IT ISSUE RESOLUTION

TIER 2 IT ISSUE RESOLUTION

WRITTEN COMMUNICATION

VERBAL COMMUNICATION

ATTENTION TO DETAIL

CALM UNDER PRESSURE