The IT Support Associate is responsible for providing first-level technical support to end-users, ensuring the smooth and efficient operation of IT services. This role involves troubleshooting hardware and software issues, offering timely resolutions, and escalating complex issues to higher-level support when necessary. Strong customer service skills are essential, as this role is key in maintaining user satisfaction, addressing technical concerns with professionalism and empathy, and ensuring the overall functionality of IT systems.
Key Responsibilities:
- Provide first-level support for hardware, software, and network issues to end-users.
- Diagnose and resolve technical issues promptly to ensure minimal disruption to user operations.
- Identify and escalate complex problems to higher-level support or specialized teams when necessary.
- Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
- Assist users with IT-related queries and provide training on basic IT functions and systems.
- Monitor IT systems and infrastructure to identify potential issues and take preventive actions.
- Collaborate with other IT team members to ensure coordinated and efficient support services.
Qualifications:
- Basic understanding of computer hardware, software, and network systems.
- Strong problem-solving and troubleshooting skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively in a team-oriented environment.
- Proficiency in using IT support tools and ticketing systems.
- Previous experience in an IT support role.
- Familiarity with IT support best practices and frameworks.
Preferred Skills/Certifications:
- CompTIA certifications (Security+, A+, Network+).
- Microsoft certifications (365, Azure).
- HDI - DAST (Desktop and Support Technician).
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