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Lead IT Support Associate

2 months ago

Pittsburgh, United States evrecruit.io Full time
Job Description:

The Lead IT Support Associate assists and interacts with all levels of organization internally, and externally, supporting end users and administering IT operations. This is an exciting time for our client as they continue to expand. We're searching for motivated, goal-oriented individuals to join the team and lead positive initiatives to support the organization

Location: ~ 30 min. North of Pittsburgh (on-site, with remote flexibility increasing with tenure)

Full-time, Direct-Hire Position

ESSENTIAL DUTIES
  • Provide desktop support for internal teams and helpdesk support to external members.
  • Provide mentorship to junior team members.
  • Research, resolve, and respond to inquiries received in a timely manner, in accordance with organizational standards.
  • Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes, and following up to ensure the problem has been resolved.
  • Create and submit detailed call logs/tickets documenting customer interactions that are accurate, thorough, and timely.
  • Inform customers of needed repairs and answer basic questions, ensuring customer satisfaction.
  • Acquire and maintain current knowledge of relevant policies to provide technically accurate solutions to users.
  • Assist with activities to triage and escalate any system or network outage to reduce downtime.
  • Assist with remote assistance in Teleconferencing systems and AV presentation equipment.
  • Purchase, deploy, and track IT assets.
  • Onboard new users
  • Assist in ERP operations.
  • Experience troubleshooting integrated and interdependent computer systems.
  • Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.
  • Ability to prioritize work based on department and production objectives independently in a fast-paced production environment.
  • Service Management, Project Management, and Inventory Management skills are a plus.
  • Excellent written and verbal communication skills.
REQUIRED SKILLS/ABILITIES
  • Ability to drive consistency and improve processes for the help desk team.
  • Must have led/mentored a project or team previously
  • Experience with ticketing systems, imaging, ITSM processes/procedures.
  • Project Management experience a plus (e.g. device refresh projects).
  • Customer Service mentality and willingness to learn
  • Minimum 3-5 years of experience in Microsoft Office applications and Windows Operating Systems.
  • Experience maintaining laser printers.
  • A+, Network +, or other IT industry standard certifications ideal.
  • Ability to move up to 49lbs as well as stand and walk for 8 hours at a time with or without reasonable accommodation.
BENEFITS

Along with competitive compensation and career advancement opportunities, we offer a comprehensive benefits package.

Qualifying employees receive:
  • Medical, dental, and vision coverage available on date of hire
  • Company paid life and AD&D coverage
  • Company paid short- and long-term disability coverage
  • Voluntary benefit products
  • 401(k) retirement savings plan with a generous company match
  • Generous PTO allowances and paid holidays
  • Tuition reimbursement
  • Employee Assistance Program (EAP)
  • Parental Leave
  • Primarily On-Site position, with increasing flexibility for remote work with tenure
  • Room to grow

evrecruit.io and our client does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected class.

Required Skills:
• Ticketing
• Scanners
• BASIC
• Religion
• Savings
• Compensation
• Inventory Management
• Operating Systems
• Customer Satisfaction
• Troubleshooting
• Windows
• Research
• Testing
• Project Management
• Customer Service
• Microsoft Office
• Communication
• Management