IT Support Associate

2 weeks ago

Pittsburgh, Pennsylvania, United States Expedient Full time

About the Role:

Expedient is seeking an IT Support Associate to join our team in Pittsburgh, Pennsylvania. As an IT Support Associate, you will be responsible for providing technical support to our clients, handling Tier 1 tickets, and performing daily shift walks. You will also be responsible for following strict security protocols, enforcing security protocols, and processing and prioritizing client and employee technical requests.

Responsibilities:

  • Handle Tier 1 tickets, daily shift walks, routine audits, remote hands requests, etc.
  • Follow strict security protocols to allow client access requests inside the data center using specific access control criteria
  • When necessary, enforce security protocols for example, if a client requests to remove equipment without prior notification or as per contractual obligation
  • Follow shipping and receiving procedures to ensure the secure transport of materials to and from the facility
  • Cover the front desk phone, and conduct physical and virtual security checks
  • Process and prioritize client and employee technical requests by phone, email or in person
  • Use the ticketing system to log all requests and activities including documentation of special requests and customizations considered important for future support

Requirements:

  • Industry certification(s) preferred (such as the CCNA, CompTIA A+ or Network+, for example)
  • A strong passion for a career in IT and/or technology and evidence showing IT experience
  • Associate degree in a technical discipline or technical equivalent work experience
  • Previous exposure to or experience in an IT environment
  • Previous customer-service work experience
  • Must always be professional and patient, as this is a client-facing role
  • Excellent written and verbal communication skills
  • Strong analytical and independent problem-solving skills
  • Ability to prioritize and manage multiple responsibilities that are time-sensitive
  • Having a willingness and ability to learn quickly
  • Must pass pre-employment screens

Physical Tasks/Demands:

  • Sitting - stationary/seated position during the workday in order to check in visitors
  • Walking - must be able escort visitors to their equipment;must be ableto walk the entire perimeter of the physical plant/data center several times during the shifttoconduct hands-onassessments ensuringbuilding safety compliance by checking doors, checking temperature sensors in various areas of the server room/data center
  • Lifting - frequently lifts lightweight itemsand occasionally lifts heavy-weight materials such as equipment, parts, computer and serverhardware
  • Dexterity - must be able to lock/unlock security cages, operate security kiosk and print out visitor badges, operate loading dock equipment; must be able to climb and balance oneself on a ladder, must be able to stoop, kneel, crouch, and crawl into tight places to access computer hardware, to conduct safety checks, tomove equipment, install equipment, required

What We Offer:

  • A comprehensive benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care
  • Top-tier medical, dental, and vision, disability and life insurance, at an affordable rate
  • Wellness engagement opportunities
  • A 401(k) with a generous match
  • A hybrid work model for many roles, paid parking and other perks

Expedient is an Equal Opportunity Employer:

Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.

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