IT Support Associate

The ideal candidate will be responsible for providing technical support and assistance to end users, ensuring smooth operation of IT systems and resolving hardware, software, and network issues in a timely manner. This position offers an excellent opportunity to develop technical expertise and gain hands-on experience in IT support, troubleshooting, and system maintenance.

Responsibilities

• Provide timely technical assistance to end users via phone, email, or in person.
• Diagnose and resolve hardware, software, and network issues efficiently.
• Install, configure, and maintain operating systems, software applications, and productivity tools.
• Assist users with account setup, access permissions, and password management.
• Set up and maintain desktops, laptops, printers, and other peripherals.
• Coordinate hardware repairs or replacements with vendors as needed.
• Support users with internet, VPN, and remote access issues.
• Monitor connectivity problems and escalate persistent issues to the network team.
• Educate users on IT policies, security best practices, and acceptable use guidelines.
• Ensure compliance with organizational security standards such as software updates and antivirus checks.
• Log all support requests, issues, and resolutions in helpdesk/ticketing systems.
• Prepare reports on recurring issues and suggest improvements.

Required Skills

Technical Skills

• Proficiency with Windows operating systems.
• Experience with Microsoft 365 and/or Google Workspace productivity suites.
• Knowledge of desktop/laptop setup, printers, peripherals, and mobile devices.
• Understanding of networking basics including LAN/WAN, Wi-Fi, VPN, and IP addressing.
• Familiarity with remote support tools, ticketing/helpdesk systems, and monitoring tools.
• Basic knowledge of antivirus, firewalls, encryption, and safe computing practices.
• Ability to install, configure, and maintain software applications.

Soft Skills

• Clear, patient, and user-friendly communication.
• Analytical thinking for quick problem diagnosis and resolution.
• Empathetic, polite, and supportive customer service orientation.
• Strong time management and ability to prioritize multiple tasks.
• Good teamwork skills and effective escalation when necessary.
• Adaptability to changing technologies and user needs.
• Clear documentation of tickets, resolutions, and user guides.

Preferred/Additional Skills

• Familiarity with Active Directory and user account management.
• Experience with endpoint management tools such as NinjaRMM, Intune, or JAMF.

Experience & Education

• Bachelor’s degree (BS/BE) in Computer Science, Information Technology, or a related field.
• 1.5 to 2 years of relevant experience in IT support or a similar technical support role.

Work Arrangement

Please note that this role is onsite and a night shift from 7pm to 4am.