IT Support Associate

2 weeks ago


Pittsburgh, Pennsylvania, United States evrecruit Full time
About the Job

The IT Support Associate plays a vital role in assisting and interacting with all levels of organization internally and externally, providing end-user support and administering IT operations.

Key Responsibilities
  • 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.
Requirements
  • 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.
Benefits

Along with competitive compensation and career advancement opportunities, we offer a comprehensive benefits package, including medical, dental, and vision coverage, 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, and primarily on-site position with increasing flexibility for remote work with tenure.


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