IT Support Associate

Top skills: Windows/Mac, Office 365, Cloud infra, Imaging, Troubleshooting etc.

• Associate will identify, deliver, and install electronic equipment at end user desks.
• They will also assist users with Video Conference meeting setup as well as troubleshoot any Video Conferencing issues.
• This position will also keep accurate inventory, as well as maintain a neat and orderly stock room.
• They will do some light end user one on one training to help users understand and adopt technology.
• They will help employees with hands on IT issues but will also have to be able to direct IT support to an internal IT support desk.
• Staff TechZone desk during office hours (09:00 AM PST to 5 PM PST). Hours may change to accommodate special company events
• Use Service-Now to accept, work, and resolve incidents
• Open incidents and requests in Service-Now
• Communicate with internal IT employees and end users in an effective and professional manner
• Be prepared to offer one on one training using already created training materials
• Install electronic equipment including but not limited to carrying equipment, installing equipment, and removing old equipment as well as trash
• Image laptops and desktops (Windows / Mac)
• Assist with Video Conferencing setup, and troubleshooting
• Desk setups, end user desk moves, and removal of electronic equipment
• Strong organizational skills
• Track, maintain, and organize electronic equipment stock. This includes, but is not limited to laptops, monitors, cables, headsets, adapters, and printers.
• Exemplary customer service skills are mandatory, along with the ability to empathize with customers and their needs
• Must be able to move at a quick pace
• Must be able to prioritize several concurrent issues to address the most urgent first
• Direct end users to an internal IT support desk for any duties not described above
• Works with customer IT leadership to ensure any personnel problems that arise are handled and resolved within 90 days or automatic dismissal of individual resource will occur
• Assist Customer US locale facilities team with local IT related needs
• Assist users based out of US locale with their local IT related needs. Ex. Shipping of laptops, accessories etc.
• Must be proficient in assisting customers users with their technical needs with the following devices: with laptop, desktop, desk phones, headsets, mouse, keyboard, mobile devices (iOS, Android), printing, faxing, scanning
• Alert (when applicable) IT management of IT issues that may be developing in US office or global IT system. Ex: SSO is down, or no one can print in US office.
• Prioritize the needs of VIP members
• Shadow and familiarize with white glove