IT Technical Support Associate

Job Summary

The IT End User Support Associate provides technical assistance to all users at the site, resolving hardware, software, and connectivity issues promptly.

Duties and Responsibilities

• Respond to user requests and troubleshoot technical issues.
• Install, configure, and maintain hardware and software.
• Document incidents and resolutions in the ITSM system.
• Assist in asset tagging and inventory updates.
• Escalate unresolved issues to the Tech Support Lead.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking to customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.
• Assist in audits and reporting for compliance.
• Support IT governance and cost optimization initiatives.

Technical Competencies and Skills

• Basic to intermediate troubleshooting skills. 
• Knowledge of Windows OS, MS Office, and common business applications. 
• Familiarity with networking basics. 
• Strong problem-solving and communication skills. 
• Ability to work under pressure and manage multiple tasks. 
• Experience with ITIL, service management, oIT transformation initiatives is a plus. 
• Excellent interpersonal skills. 
• Good written and verbal communication
  

Education, Trainings and Licenses Required

• Education: Bachelors degree in information technology, Computer Science, or related field. 
• Experience: 
  • Prior experience in tech support, desktop support, or a similar role
  • Experience with remote desktop applications and help desk software.

• Attention to detail and good problem-solving skills. 
• Excellent interpersonal skills. 
• Good written and verbal communication 
• No mandatory licenses, but certifications like (CompTIA A+, Microsoft Fundamentals) are an advantage.