Onsite Technical Support Associate

The Onsite Technical Support Associate provides day-to-day IT support for an office or group of offices, helping employees resolve hardware, software, application, and audiovisual issues., Technical Support & Issue Resolution

• Analyze technical issues and develop effective solutions.
• Troubleshoot system, application, and hardware problems.
• Work directly with users to resolve issues and provide updates on ticket progress.
• Monitor and resolve audiovisual issues, including conference room equipment and meeting or event support.
• Use and contribute to the internal IT knowledge base.
• Research external resources when needed to resolve unfamiliar issues.
• Maintain accurate ticket records, including status updates and resolutions.
• Escalate issues to the appropriate teams when necessary.

System Administration & Maintenance

• Perform routine maintenance on laptops and desktops.
• Track computer assets according to organizational standards.
• Perform backups and restores.
• Install and configure hardware, including drives, network interfaces, memory, processors, and peripherals.
• Install and configure operating systems, patches, and third-party software.
• Maintain established computer standards and participate in testing new standards.

Communication & User Training

• Deliver responsive, customer-focused technical support.
• Communicate clearly and maintain organized documentation.
• Collaborate with local and remote teams.
• Share solutions and troubleshooting knowledge with colleagues.
• Train small and large groups on new IT solutions.

Task & Project Support

• Complete assigned tasks on time.
• Follow documented procedures, established practices, and team policies.
• Manage multiple user groups, issues, priorities, projects, and goals.
• Follow organizational reporting and escalation structures.

Continuous Improvement

• Stay informed about technology developments through training, industry resources, conferences, and product evaluations.
• Build technical knowledge and contribute to improvements in support delivery., * Flexibility to work nonstandard business hours when requested or needed.
• Availability by cell phone after hours for issue resolution and assistance.
• Local travel between offices may be required.
• Occasional travel outside the local area may be required.

The ideal candidate combines strong customer service and troubleshooting skills with a process-oriented approach. This individual should be comfortable working independently and collaboratively, managing competing priorities, and learning new technologies., * Associate’s degree, progress toward an associate’s degree, or a bachelor’s degree from an accredited institution, preferably in Computer Science, Information Systems, or a related field; alternatively, a demonstrated track record of IT experience.

• Working toward a technical certification, such as ACMT, ACSP, ACTC, MCP, CNA, CCNA, A+, or Network+.
• At least 1 year of IT experience.
• Experience delivering IT solutions in a corporate or enterprise environment.
• Experience supporting a mixed Mac and Windows environment.
• Strong customer service, interpersonal, organizational, and problem-solving skills.
• Ability to work independently and as part of a team.

Preferred Experience & Skills

• Experience in advertising or marketing organizations.
• Experience supporting centrally managed computer environments.
• Audiovisual support experience.
• Familiarity with:
• BitLocker and FileVault
• Software distribution systems, including Altiris and Jamf
• Adobe Creative Cloud
• ServiceNow
• Bomgar
• Font management systems