IT Helpline Associate

In this role, you will troubleshoot, and resolve issues expediently, while also proactively maintaining the highest-level customer service. This role also includes configuration and maintenance of laptops and computers by resolving problems, installing hardware and software solutions, and supporting internal and external employees. You will be responsible for administration and internal support of the Company's PCs, printers, and related equipment.

Essential Functions:

• Troubleshoot known and unknown hardware and software issues related to corporate-issued or provided desktop, laptops, phone, peripherals, and associated accessories.

Manage PC setup and deployment for new employees using standard hardware, images, and software

• Identify and suggest possible improvements on procedures

• Perform timely workstation hardware and software upgrades as required

• Assist inter-department groups as needed and directed

• Responding to client support queries.

• Providing support in person, over the phone, or via remote access.

• Diagnosing issues with computer software, peripherals, and hardware.

• Running software diagnostic tools and physically inspecting hardware systems.

• Talking clients through basic problem-solving processes.

• Providing basic computer training.

• Installing and upgrading hardware and software systems.

• Writing training manuals.

• Following up with clients.

• Completing support tickets.

• Other tasks and projects as directed.

Qualifications:

• Associate degree in a computer related field

• Bilingual with Spanish fluency preferred

• 2 years IT helpdesk experience working in a corporate I.T. environment is required

• Experience with ServiceNow or any other ticketing system preferred.

• Proficiency with Microsoft Active Directory, Microsoft Entra ID (Azure AD), Microsoft Office Suite, Microsoft Windows

• SAP and IBS experience preferred.