IT Operations Support Associate
- First point of contact for all IT related inquiries.
- Provide technical system hardware and software support including Network connectivity, Windows 11 clients, Office365, Antivirus, and Microsoft Office.
- Answer, evaluate, and prioritize telephone, voice mail, e-mail and in-person requests for assistance with hardware, software, networking and other computer related technologies, per established standards.
- Actively participates as a team member of the IT support group, collaborating with other team members to provide timely, professional, quality solutions to user problems, ensuring problem resolution that meets or exceeds customer expectations.
- Test software and hardware to evaluate compatibility and ease of use for employees.
- Communicating clearly and concisely, both verbally and in writing, on both technical and non-technical matters.
- Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate and timely solutions to customers.
- Occasionally provides support during off-hours.
- Minimum Associate's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience and certifications).
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional, Google IT Support Professional Certificate) are highly desirable.
- Demonstrated experience with various computer hardware vendors and software suites
- Proven experience in IT support role
- Minimum of 2 years of experience troubleshooting/maintaining laptop and desktop hardware.
- At least 2 years of experience providing Customer Service phone support and troubleshooting computer related issues on-premise and remotely
- Must understand troubleshooting network connectivity. Network+ preferred.
- Active Directory management experience is a must.
- Must be able to support DNS and DHCP for troubleshooting purposes.
- Expertise with Windows 10/11 clients.
- Microsoft Word, Excel, PowerPoint, Outlook experience is a must. Full MS Office suite including Visio, Project, and Office365 Preferred.
- Strong Customer Service Skills
- Detail and organizational skills a must.
- Strong analytical and trouble shooting skills, as well as excellent written and verbal communication skills
- Self-motivated team player with strong interpersonal skills
- Familiarity with deployment methods of new computers (MDT, WDS, Ghost, Intune/autopilot, SmartDeploy, etc).
- Ability to lift max of 50lbs.
- Ability to climb small Ladders
- 401 (k)
- 401 (k) Matching
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Employee Assistance Program
- Employee Discount
- Paid Time Off
- Tuition Reimbursement
- Flexible Spending Account
- Health Savings Account
- 8:00 a.m. - 5:00 p.m. Monday to Friday - hours may vary
- Occasional support during off-hours
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