We are looking for a proactive and detail-oriented entry-level IT Support Associate to join our IT Support team. This role is ideal for individuals with a passion for technology and a strong desire to learn in a dynamic environment. As an IT Support Associate, you will provide essential front-line support for users by troubleshooting and resolving basic IT issues, escalating more complex problems to higher-level support teams, and ensuring an exceptional customer service experience.
Key Responsibilities:
Initial Contact Support:
o Respond to user inquiries via phone, email, or ticketing system.
o Log and track all support requests in the IT help desk management system.
o Provide basic troubleshooting assistance for common IT issues, including password resets, hardware malfunctions, and software installation problems.
· Problem Diagnosis & Resolution:
o Offer first-line technical support for hardware and software issues (e.g., printers, desktops, laptops, operating systems, network connectivity).
o Assist users with routine tasks, including system login, email setup, and software configuration.
o Troubleshoot network connectivity issues and assist with basic Wi-Fi setup.
Ticket Management:
o Prioritize and manage support tickets based on urgency and impact.
o Escalate unresolved or more complex issues to Level 2 or Level 3 support teams.
o Follow up with end-users to ensure timely resolution of issues and gather feedback on the support experience.
· Documentation & Knowledge Base Updates:
o Maintain and update internal documentation and knowledge base articles for common issues.
o Document troubleshooting steps and resolutions to ensure issues are addressed efficiently in the future.
· Hardware & Software Support:
o Assist with the setup, configuration, and maintenance of IT equipment, including desktops, laptops, and mobile devices.
o Perform software installations and updates as directed by higher-level support teams.
Customer Service:
o Provide a high level of customer service and ensure a positive experience for all users.
o Assist users with understanding IT policies and procedures.
Education:
o High school diploma or equivalent required.
o Technical certification (e.g., CompTIA A+, Network+) or Associates degree in IT related field aplus.
· Experience:
o No prior professional IT experience required, But current enrollment in an IT program or classes is necessary. Comp Tia A+ certification can be substituted.
o Any internships, volunteer work, or personal projects in IT support are a plus.
o Customer service experience is advantageous, particularly in a technical support environment.
Technical Skills:
o Basic understanding of computer hardware, software, and operating systems (Windows, macOS, and Linux).
o Familiarity with common business applications (Microsoft Office, email clients, web browsers).
o Knowledge of basic networking concepts (e.g., IP addresses, Wi-Fi, VPN) is a plus.
o Strong troubleshooting and problem-solving skills, with keen attention to detail.
Soft Skills:
o Strong communication skills (verbal and written).
o Ability to remain patient, calm, and professional when assisting users.
o Strong time management and organizational skills.
Other Requirements:
o Ability to work in a fast-paced environment with a focus on customer satisfaction.
o Willingness to learn new technologies and tools.
o Ability to work flexible hours, including on-call or after-hours support if needed.
Work Environment:
· Office-based.
· Interaction with employees from all departments and varying levels of technical expertise.
· Travel is required for on-site support at locations in Santa Cruz and Watsonville, depending on business needs.
· Must have a vehicle in good working order and an insurable driving record.
