IT Associate - Service Desk

Description

Job Title: Technical Support Associate – Service Desk

Business Unit: Information Technology
Reporting To: Service Delivery Manager

Job Summary

The Technical Support Associate (TSA) is responsible for delivering world-class technical support for all systems and services supported by the Information Technology (IT) department. Support is provided via telephone, remote access, email, and onsite visits. The TSA must demonstrate expertise across a wide range of evolving IT technologies, policies, and procedures, and consistently deliver reliable, VIP-level user support with professionalism and accuracy.

Job Responsibilities

• Provide comprehensive VIP technical support across client environments, including desktops, laptops, mobile devices, IP phones, and client applications.
• Diagnoses, troubleshoot and resolve incidents, escalating issues when necessary.
• Serve as a single, high-quality point of contact for VIP IT customers.
• Monitor, manage, and track the status and progress of all open incidents to ensure timely resolution.
• Classify and prioritize incidents based on business impact and urgency.
• Handle IT incidents and service requests efficiently, aiming for first-contact resolution.
• Collaborate effectively with IT teams to achieve departmental goals.
• Build a strong knowledge of client business environments to drive higher first-call resolution rates.
• Perform scheduled after-hours support duties as assigned.

Candidate Requirements

.Technical Skills and Knowledge

• Hardware and Device Management: Support and management of Wintel hardware, device provisioning, PC builds, application deployment, and reporting via Ivanti.
• Operating Systems: Advanced support for Windows 10/11 and MacOS.
• Productivity Tools: Expert-level support for Office 365, OneDrive, CoPilot, Teams, and SharePoint.
• Security: Management of endpoint protection using SentinelOne Antivirus; setup and support for encryption technologies.
• Mobile Device Management: Deployment and support for iPhones, iPads, and Android tablets.
• Specialized Equipment: Microsoft Surface Hub setup and support.

 Qualifications

• Demonstrated excellence in customer service delivery.
• Familiarity with ITIL v4 best practices in Incident, Change, Problem, and Release Management.
• Experience providing VIP IT support services.
• Strong understanding of software licensing management.
• Knowledge of PC lifecycle management.