IT Support Associate (Part-Time, Contract 3 months)
Description

 

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.

Requirements

 

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.

Salary Description
$23.00-$23.00