IT Support Associate

The Information Systems Associate will be a member of the IT Support team and will assist the IT department with any tasks pertaining to the department’s operations and management. This includes providing frontline IT support for all company hardware and software including computers, mobile devices, AV equipment, VoIP phones, and software platforms. This position reports to the IT Manager

Responsibilities

• Responsible for user technical support, remote user support, and user onboarding
• Respond to and resolve help desk tickets efficiently
• Document and maintain accurate records of all support interactions
• Diagnose and troubleshoot software problems using effective problem-solving techniques
• Work with team members to escalate and resolve complex technical issues
• Support users via tools like NinjaOne, RDP, etc.
• Support VoIP phone systems, in office and remote
• Perform workstation setup and support
• Assist with IT security monitoring, proactive system monitoring, and equipment maintenance
• Assist with maintenance of physical and virtualized servers, VM’s, and Hyper-V
• Assist in the installation, configuration, and maintenance of software applications
• Maintain and support SharePoint sites to ensure optimal functionality
• Educate end-users on software functionalities and best security practices
• Assist with eXtend ERP (Enterprise Resource Planning) software support
• Provide support for Manufacturer (OEM) portal access and user management
• Support external customer platforms such as: Deutz SerDia, Cummins Quick Serve, Cummins Insite, Volvo Tech Tool, Volvo Penta, Volvo PROSIS, & Sennebogen
• Maintain a positive work ethic
• Additional duties as assigned by manager

• Proficient in software support, troubleshooting, and issue resolution
• Solid understanding of general software applications and their functionalities
• Proficient in Microsoft software (Windows OS, 365 Suite, OneDrive, Outlook, Teams, etc.)
• Experience with Microsoft Entra, AD, and 365 Admin Center
• Experience with Windows Server, VMs, Hyper-V
• Strong communication skills for interacting with both technical and non-technical stakeholders
• Ability to work independently and collaboratively in a fast-paced environment
• Detail-oriented with strong organizational and multitasking abilities