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IT Support Associate

2 months ago

Pittsburgh, Pennsylvania, United States IMCS Group Full time

The IT Support Associate plays a vital role within the Infrastructure Operations Team at IMCS Group. This position is primarily focused on hands-on tasks involving the installation, troubleshooting, and repair of computer systems, hardware, off-the-shelf (OTS) software, and various computer peripherals. Key responsibilities include managing On-Boarding and Off-Boarding processes, resolving internal user issues, and ensuring the optimal performance of personal computers. The individual will maintain comprehensive documentation of all equipment and procedures while logging all activities within the company's incident and problem management system. Collaboration with business users, Application Development teams, and IT Infrastructure peers is essential to support the organization's operational needs.

Key Responsibilities:


• Provide desktop support, addressing hardware, software, network, printer, scanner, and audio-visual (A/V) equipment needs for all internal users, whether on-site or remote.


• Manage On-Boarding and Off-Boarding processes for personnel, including the deployment and recovery of laptops and IT peripheral equipment.


• Image, configure, and deploy Windows 10 workstations efficiently.


• Troubleshoot Microsoft Office 365, Adobe Acrobat, Call Center software such as Five9, and other proprietary applications as required.


• Proactively address production issues, identifying root causes, action items, and lessons learned following incidents and infrastructure events.


• Uphold company security protocols by ensuring all workstations comply with security guidelines.


• Strive to meet all Service Level Agreements (SLAs) for production systems.


• Collaborate with the extended IT Infrastructure Team as necessary.

Qualifications:


• Associate level experience – 0 to 2 years in supporting IT Infrastructure functions.


• Proficiency with Windows 10 workstations, printers, and basic networking.


• Experience in Healthcare IT Infrastructure and knowledge of HIPAA compliance is advantageous.


• Strong understanding of desktop systems and OTS applications.


• Excellent hardware skills, particularly with Dell and Lenovo laptops, peripheral devices, printers, and basic networking to resolve issues promptly.


• Familiarity with Apple Macs and mobile devices in a corporate setting is a plus.


• Exceptional customer service skills.


• Ability to troubleshoot and resolve Tier 1 and Tier 2 IT-related issues.


• Comprehensive knowledge of Windows 10, Active Directory, Group Policy, DNS, and DHCP.


• Good understanding of cloud-based infrastructure support tools and technologies.


• Strong written and verbal communication skills; attention to detail; strong organizational abilities; capacity to manage multiple priorities effectively; ability to remain calm under pressure; willingness to provide support outside of regular business hours as needed.


• Bachelor's degree or higher in Computer Science or Engineering is preferred. MCSA, A+, and Net+ certifications are advantageous.

Essential Skills:


• IT Support


• Excellent Customer Service Skills


• Detail-Oriented


• Organizational Skills


• Microsoft Windows

Additional Skills:


• DHCP


• DNS


• Microsoft Office


• Active Directory


• Networking


• Printers


• HIPAA