The
IT Support Associate
will
support IT business and enterprise operations teams in multiple US time zones. The
IT Support Associate
will apply internal customer service skills, technical knowledge
,
expertise, and technical troubleshooting skills to support the IT business practice and its internal customers.
DUTIES AND RESPONSIBILITIES:Serve as the first point of contact and front-end support answering inbound helpdesk requests for all areas of the IT Enterprise
. In this position, you will be
interacting with employees, customers, vendors,
contractors, and anyone else who may need your
supportDiagnose, troubleshoot and resolve technical issues related to Wi-Fi and remote connectivity, IT hardware, software, applications, peripherals and mobile and desktop
equipmentInstall desktop and laptop hardware, software and peripheral components as
requiredPerform onboarding and maintenance of corporate user accounts and groups within Microsoft Active DirectoryPerform maintenance and troubleshooting on printers and copiers and IP telephony systemsConfigure, update, wipe and/or repair Windows and Mac desktop systemsSupport corporate base of iPhone and Android mobile users.Setup, configure and troubleshoot Microsoft Office applications and perform administrative functions within Microsoft Office 365Follow up on tracked requests and ensure timely resolution, with goal to resolve all issues first
callProvide feedback on reducing ticket times and helpdesk efficiencyEngage and contribute with the IT team on projects and task supporting business Enterprise needsProvide wireless network support for users including connectivity issues and administrative functions of the systemAssist in development of procedures that outline how incidents, requests, and problems are identified, documented, escalated and managed
QUALIFICATIONS:
High school diploma or equivalent3
years of
proven experience in a helpdesk environment (Tier II support)Strong understanding of computer systems, mobile
devices,
and applications in an Enterprise IT environmentExperience with wired and wireless Local Area
N
etworks (LAN), Wide Area networks (WAN) and
networking preferred, but not
requiredAbility to diagnose, troubleshoot and resolve basic to complex end user technical
issuesAdvanced knowledge of Mac operating systems and productsWorking knowledge of Microsoft
operating systems and Office productsExcellent oral and written communication skillsCertification on Microsoft Client or Server products is preferred, but not requiredSharePoint, Salesforce or
ServiceNow
experience is preferred, but not
required
COMPETENCIES:
Adaptability
- Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.Attendance/Punctuality
- Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.Customer Service
- Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.Dependability
- Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.Diversity
- Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.Innovation
- Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.Interpersonal Skills
- Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.Judgement
- Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.Oral Communication
- Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.Organizational Support
- Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.Professionalism
- Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.Problem Solving
- Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.Quality
- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.Safety and Security
- Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.Teamwork
- Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.Technical Skills
- Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
Occasionally required to standOccasionally required to walkContinually required to sitOccasionally required to climb, balance, bend, stoop, kneel or crawlOccasional exposure to wet and/or humid
conditions (
non-weather)Occasional work near moving mechanical partsOccasional exposure to outside weather conditions
The above is intended to describe the general content of and requirements for the performance of this job.
It is not to be construed as an exhaustive statement of duties,
responsibilities,
or physical requirements.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Aligned
Data Centers
is an equal opportunity employer that embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.
All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
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