Junior It Support Associate

The Junior IT Support Associate is the first point of contact for all internal support issues raised by our end users. Their primary focus is to triage incoming cases from both office-based and remote users making sure to provide an initial response, gather necessary background information and assess severity level on each support case. The Junior IT Support Associate works closely with our team of IT Support Associates to provide the highest quality support to our customers in a timely manner.

Due to the nature of the work, the role is primarily office based.

What You Will Be Doing:

• Escalate complex or timely issues properly to more senior team members technicians or appropriate internal teams while ensuring smooth communication with end-users
• Thoroughly and efficiently query incoming service requests to ensure sufficient information exists
• Provide clear and frequent communication via the ticketing system to end-users throughout the issue resolution process
• Perform on and off boarding processes including end-user trainings for new employees
• Analyze incoming service requests and assess their priority according to department policy
• Assess and troubleshoot basic hardware & software issues
• Assist in hardware deployment, replacement, and maintenance activities
• Participate in various department projects to ensure the success and growth of the Support Team
• Regularly create and update knowledge base articles to ensure the information is accurate and relevant
• Maintain video conferencing software and equipment to ensure maximum up-time for end-users
• Ensure timely resolution and appropriate documentation on all service requests

Who We Are Looking For:

While we may have a wish list, we are always open to looking at different profiles for our roles, so please don't hesitate in applying even if your experience does not check all of the boxes. We believe there is no one perfect resume for a role, but there is a perfect candidate for us, and that could be you.

• Committed to Personal Growth: You are committed to building upon your existing technical and soft skills. You view challenges as an opportunity for personal and professional development
• Naturally Curious: You are naturally curious, always asking relevant questions to gain a better understanding of new technologies and technical challenges
• Tech-Savvy: You have basic understanding of modern Windows client operating systems and standard applications including Microsoft Office, Chrome. Experience with support ticketing systems, documentation platforms, and remote monitoring and management (RMM) tools is a plus. Experience in basic user administration using LDAP, Google Workspace or Active Directory is a plus
• Self-Directed: You track open tasks from inception to completion and are committed to meeting expectations and deadlines. You have an aptitude for identifying and proactively solving problems as they arise
• Experience: Have 0-1 year in a technical help desk environment or relevant experience
• A Collaborator: You value the opinions and advice of others while freely sharing your own. You contribute to the team efforts of problem-solving and process improvement

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets