IT Support Associate

3 weeks ago

Cleveland, Ohio, United States Expedient Full time
Job Description

Expedient is seeking an entry-level IT Support Associate to join our Operations Support Center (OSC) team in Cleveland, OH. This role offers a fast-track to learning, promotion, and career growth in the IT industry.

The successful candidate will receive fully paid training, including industry certifications, and hands-on experience with various technical platforms, such as virtualization technology, networking, data protection, Windows, disaster recovery, Linux/Unix, and infrastructure.

This is an excellent opportunity for individuals looking to gain valuable technical on-the-job training and experience, and kick-start their IT career.

Expedient provides multi-cloud platforms, hosting, and cyber security, as well as data center infrastructure as a service (IaaS) solutions to its clients. For more information about our cloud technology and solutions, please visit our website.

Applicants should have some experience with IT and technology, which can include self-study, technical school, or work experience. On-the-job training will cover the technology and business of Expedient, as well as learning opportunities regarding basic support requests, monitoring, and client service.

The Schedule and Shift Premium: This position operates on a regular schedule of Monday through Friday from 7:30am to 4:00pm, with an additional bonus paid out upon completion of the initial training.

Professional Development & Training: Expedient places high value on professional development and education. We will cover the costs upfront for our IT Support Associates to obtain relevant technical certifications, such as CompTIA, A+, Network+, etc. Certain certifications that are higher in difficulty to obtain have attached bonuses for completion.

Rate of Pay: The hourly rate of pay is closely based on your technical experience and knowledge, work experience, and/or academic experience. This entry-level role seeks a passionate candidate who is interested in pursuing a career in IT and is willing and able to learn, so any level of experience will be considered. The range of pay is $32,000 - $37,000 per year, paid out hourly, and can vary depending on market and shift.

Responsibilities of the IT Support Associate:

  • 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, such as 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.

Minimum Qualifications of the IT Support Associate:

  • Industry certification(s) preferred, such as the CCNA, CompTIA A+, or Network+.
  • A strong passion for a career in IT and/or technology, with 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 to check in visitors.
  • Walking - must be able to escort visitors to their equipment and walk the entire perimeter of the physical plant/data center several times during the shift to conduct hands-on assessments ensuring building safety compliance.
  • Lifting - frequently lifts lightweight items and occasionally lifts heavy-weight materials such as equipment, parts, computer, and server hardware.
  • Dexterity - must be able to lock/unlock security cages, operate security kiosk, and print out visitor badges, operate loading dock equipment, climb and balance oneself on a ladder, stoop, kneel, crouch, and crawl into tight places to access computer hardware, conduct safety checks, move equipment, install equipment, etc., as required.

Sponsorship is not provided. Expedient does not engage with third-party recruiting or staffing firms.

For a virtual tour of our data center, please visit our website.

WORKING FOR EXPEDIENT

We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees, we offer an exceptional 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. We offer parental leave, top-tier medical, dental, and vision, disability, and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer 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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