Technical Support

1 month ago

Marlborough, United States The Training Associates Full time
Job DescriptionJob DescriptionSalary:

TTA is a global provider for Learning and Development Talent and Training Solutions founded in 1994.

We place training consultants at corporations to help develop their teams in both technical and soft skills.

We have won over 80 Industry awards including Top Training Outsourcing Company, Top IT Training company and Top Leadership Training company.

 

We believe that employees work best when they are in a positive work environment, love what they do and are surrounded by good people. We strive to create an environment where everyone can contribute their best, embrace new opportunities, and achieve outstanding results together. Working hard and having fun goes hand in hand and ensures our team remains motivated, engaged and passionate about what we do.


This is an entry-level IT support position, meant to be a part of a larger team of IT staff supporting the organization’s operations.  You will be expected to provide on-site and remote support to internal employees.  You will be the first-tier level of support and be expected to triage IT support tickets by helping to diagnose and escalate issues.  The following job function list is a small subset of all department functions and is not meant to be a full responsibilities list.  This position is expected to assist with a subset of these responsibilities which will be led by other senior administrative staff for you to learn and grow within the industry. 

 

This position reports to a senior IT staff mentor for general direction and support and reports to the VP of IT for overall performance, planning, development, and evaluation. 

 

Responsibilities Include but are not limited to:

 

  • Tier 1 Technical Support
    • Assist with internal employee support and general office administrative tasks
    • Liaise with other IT personnel for ticket escalation and resolution
    • Perform application bug troubleshooting and diagnosis
    • Perform hardware (desktop/laptop/mobile device) troubleshooting and diagnosis
    • Perform VoIP phone and headset troubleshooting
    • Computer crash recovery, post-crash event log diagnosis and prevention
    • Understand and identify training needs of employees and provide, as appropriate, ad-hoc one-on-one helpdesk training as needed
    • Regular enforcement of IT policies and compliance requirements
  • Basic Systems Administration
    • Create and maintain user logins and email accounts
    • VoIP software and hardware setup and configuration
    • Assist with system builds, upgrades and repairs
    • Perform workstation relocations and adjustments
    • Security group management and deployment
    • Perform routine software and operating systems updates
  • Basic Software Testing
    • Regularly perform software QA by reviewing documented requirements and designs, and conducting verification and validation tests
    • Conduct manual functional testing, regression testing, system integration testing, and support user acceptance testing
    • Report on testing activities with developers and management to track and report issues from discovery to resolution
  • Clerical IT Responsibilities
    • Perform data entry functions as needed
    • Document all issues and progress and maintain helpdesk response through phone and email
    • Document frequently asked questions, and common troubleshooting scenarios
    • Record all support cases through support ticketing system
    • Maintain an updated record of IT inventory (e.g., phones, headsets, keyboards, mice, monitors, software and all related items)


Recommended Experience

    • 2 years of general IT experience
    • OR 2 years of IT/Computer Science education

  

Suggested Software/Hardware Skills

Note: The following list of skills are a plus when being considered for this position but are not explicitly required.  If any of the following skills apply to you, please list them in your application.

    • Windows 10+ Windows Server 2016+
    • Enterprise LAN Networking and WIFI
    • DHCP/DNS/VLAN/Routing
    • Active Directory and Group Policy
    • Microsoft Office (O365)
    • Microsoft Teams
    • VPN
    • Remote Desktop Connection
    • Zoom, Webex MS Teams
    • Mobile Device Management (Android, IOS, etc.)


Just a few Great reasons you want to join our Awesome Team:

    • Great positive culture and a team-oriented, collaborative environment
    • Dynamic and continually growing industry
    • Work/Life balance with flexible work arrangement options
    • Comprehensive Health, Dental, and Vision Insurance plan
    • 401(k) Retirement plan with generous employer matching contributions
    • Generous Paid Time Off Policy and Company Paid Holidays
    • 100% Employer Paid: Life Insurance, Short and Long – Term Disability Insurance
    • Flexible Spending Account (FSA) Dependent Care Account (DCA)
    • Five Fun Days per year - TTA Fun Days


We are looking for a local candidate  TTA offers a hybrid work schedule.

Our corporate office is located at the Apex Center in Marlborough, MA

To learn more about this great opportunity, please visit our website: www.thetrainingassociates.com 

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