IT Support Associate

• Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
• Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.
• Engage service providers and vendors in logging support or service tickets as required or assigned.
• Participate in projects to improve service provision, performance or to resolve an ongoing requirement.
• Other responsibilities as assigned.

The most important qualities for success in this role are:

• A genuine interest in technology.
• Determination, adaptability, independence and the ability to “find” work.
• Effective prioritization and organizational skills
• Empathetic communication skills
• Demonstrable ability in troubleshooting complex issues, research, analysis and critical thinking

Qualifications

• BA/BS or Technical degree in Information Technology related field is highly desirable
• COMPTIA A+ and/or Network+, Microsoft certification (MTA, MCP, MCITP, MCSE) or JAMF certification highly desirable.

Required Knowledge/Experience

• 1-2 years of relevant experience, ideally with a professional services firm.
• Experience in Tier 3 or Tier 2 helpdesk support
• Supporting PC and Mac hardware, peripherals and networking technologies.
• Hardware and software troubleshooting techniques, tools and utilities
• Windows, MacOS, IOS and their cloud management platforms e.g. InTune
• Experience with managing MacOS and IOS devices with JAMF Pro.
• Office365 or other business productivity
• suite administration experience
• Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
• Experience working consistently within a call tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner