Information Technology Associate

Job Summary

The Information Technology Associate is responsible for providing first-line Level-1 and Level-2 IT Technical support to end users for computer hardware, software, and network issues. This role involves responding to help desk tickets, troubleshooting basic to advanced problems, and escalating more complex issues to next Level support. This role requires in-depth knowledge of computer systems, software, and networks, as well as strong troubleshooting and problem-solving abilities. The ability to provide weekend support as needed, and being on standby for emergencies are essential.

Essential Duties And Responsibilities

1. Respond to help desk requests and provide technical assistance to users.
2. Respond to tickets in accordance with SLA guidelines.
3. Diagnose and resolve technical issues related to hardware, software, and network connectivity.
4. Install, configure, and maintain computer hardware, software, and peripheral devices.
5. Provide support for operating systems and standard software applications.
6. Monthly Security Patch compliance for end user PCs.
7. Escalate unresolved issues to next Level support as necessary.
8. Follow up with users to ensure issues are resolved satisfactorily.
9. Provide basic training and guidance to users on IT-related topics.
10. Perform system administration tasks such as user account management, software installations, and updates.
11. Troubleshoot and resolve network issues, including VPN, Wi-Fi, and LAN connectivity problems.
12. Maintain and update documentation for IT systems, procedures, and troubleshooting steps.
13. Conduct root cause analysis for recurring issues and implement long-term solutions.
14. Assist in the deployment and maintenance of IT infrastructure, including communication equipment and network devices.
15. Participate in IT projects and provide technical expertise as needed.
16. Ensure compliance with IT policies and procedures.
17. Provide onsite and remote support to end users.
18. Professional support to Company Senior Executives.
19. Procurement process of IT hardware and accessories.
20. Plan, schedule, test and implement hardware/software maintenance requirements, upgrades, and new installs.
21. Administer and maintain end user accounts, permissions, and access rights.
22. Perform laptop and desktop builds from the corporate image.
23. Attend and participate in regularly scheduled team meetings, development training, and other meetings as needed.
24. Provide weekend support and standby assistance as required.
25. May perform other duties and responsibilities as assigned.

Job Qualifications

KNOWLEDGE REQUIREMENTS

1. Strong understanding of computer hardware, operating systems (Windows, MacOS, Apple IOS), and software applications.
2. Excellent communication and interpersonal skills.
3. Ability to work independently and as part of a team.
4. Proficiency in network knowledge and troubleshooting (TCP/IP, DNS, DHCP, VPN).
5. Experience with system administration tasks (Active Directory, Office 365, Share Folder, Software Installation).
6. Proficiency in use of personal computers, Microsoft Office products (Excel, Word and PowerPoint) and e-mail.
7. Excellent problem-solving skills and the ability to work under pressure.
8. Reliability and punctuality in adhering to office hours.
9. Working knowledge of office automation products and computer peripherals, like Laser and barcode printers and RF scanners.
10. Strong organizational and time management skills.
11. Learning agility - Has the ability to learn, grow, and change over time and consequently develop new skills, rather than simply enhance those that he/she may already have.
12. Teamwork - Works collaboratively with a group of people in order to achieve a goal.

Education & Experience Requirements

1. Bachelor's degree in Information Technology, Computer Science, or a related field.
2. Minimum of 1 - 2 years of experience in IT technical support role.