Associate Specialist, IT Support - CR

Best Places to Work 2021

Position Overview

Responsible for entry and intermediate level technical support and maintenance of the company’s standard hardware and software applications inclusive of workstations, printers, mobile devices, peripherals, etc. Provide timely technical support for all onsite and remote end-users for all technical related issues focusing on excellent customer service as well as communicate updates to all IT associates. Participate in projects related to the IT operational initiatives of the company. Job duties:
  • Provide end user technical support to all onsite and remote associates via remote support tools, phone, or in-person.
  • Coordinate and communicate all interdepartmental requests that are categorized as a project or task.
  • Triage, prioritize, communicate, document, escalate, and resolve all assigned incidents through the IT Service Management system.
  • Software installations utilizing SCCM, TeamViewer or other methods and the maintaining of software licensing.
  • Oversee the vendor management on specific IT services such as printing, software licensing, equipment, and recycle management.
  • Responsible for the hardware equipment life cycle of implementation, upgrade, decommissioning and disposal.
  • Hardware troubleshooting that includes workstations, mobile devices, network hardware devices and peripheral devices (e.g., printers, keyboards, monitors, mouse, etc.).
  • Document resolutions and create job aids or instructions for the IT department knowledgebase and intranet.
  • Follow all proper company and IT procedures related to processing all incidents and changes within the IT environment.
  • Maintain documentation on setups, logging, client, server and networking equipment configurations, and all policies or procedures.
  • Troubleshoot initial LAN, WAN, Wi-Fi, VPN connectivity issues on workstations and laptops for remote and onsite users or escalate appropriately.
  • Train end-users in basic usage of Windows operating systems, Microsoft365 applications, Adobe products, and Apple products when necessary.
  • Understanding of (SSO) single sign-on, (MFA) multifactor authentication, cloud services, Windows servers, Active Directory, and client/server architecture.
  • Help improve workflow processes with computer replacements, upgrades, or inventory management.
  • Maintain some knowledge of current and new features related to Microsoft products.
  • Develop project management skills and participate in related departmental projects.
  • Perform other duties and responsibilities as assigned

Job Details

    1. Bachelor’s degree in computer science, information systems or closely related field preferred or in-progress.
    2. A minimum of four (4) years of experience working in an IT help desk or support role within a medium to large size corporate IT infrastructure.
    3. Experience using and troubleshooting Microsoft products (Windows 10/11, Microsoft 365, Active Directory) and hardware (computers, tablets, mobile phones).
    4. Effective written and verbal communication skills.
    Desired Qualifications
    1. Experience in a medical device manufacturing environment preferred.
    2. Excellent technical knowledge and troubleshooting skills focused on Microsoft products, computer hardware, mobile devices, and basic networking.
    3. Ability to follow proper procedures and ability to multitask and prioritize work.
    4. Ability to manage time efficiently and work efficiently processing and prioritizing incidents.
    5. Attention to detail, able to work autonomously or in a team.