Associate, IT Support

Overview:

The Associate, IT Support Technician, works on the Infrastructure Operations Team within IT Infrastructure. This position is primarily a hands-on role that will install, troubleshoot, and repair computer systems, hardware, off-the-shelf (OTS) software, and computer peripherals. This person’s primary responsibilities include On-Boarding, Off-Boarding, resolving internal user problems, and ensuring the correct operation of personal computers. This person will maintain proper documentation of all equipment and procedures and log all work within the company’s incident and problem management system. This position must work closely with business users, Application Development personnel, and peers in IT Infrastructure to support ConnectiveRx business operations.

Responsibilities:

Perform desktop support, i.e., hardware, software, network, printers, scanners, and audio-visual (A/V) equipment, for all internal users, both on-site and remote.

Perform On-Boarding & Off-Boarding of all personnel concerning deploying & recovering laptops and supporting IT peripheral equipment.

Image, configure, and deploy Windows 10 workstations.

Troubleshoot Microsoft Office 365, Adobe Acrobat, Call Center software Five9, and other proprietary software as needed.

Proactively troubleshoot production issues and identify and capture root causes, action items, and lessons learned after all incidents and infrastructure events.

Enforce company security procedures and policies by ensuring all workstations meet security guidelines.

Work to meet all Service Level Agreements (SLAs) for production systems.

Assist the extended IT Infrastructure Team as needed.

Qualifications:

Bachelor’s degree or higher in Computer Science or Engineering. MCSA, A+, and Net+ certifications are preferred.

0 to 2 years supporting IT Infrastructure functions

Windows 10 workstations, printers, and basic networking.

Healthcare IT Infrastructure and HIPAA compliance experience a plus.

Solid understanding of desktop systems and OTS applications.

Excellent hardware skills with an understanding of Dell & Lenovo laptops, peripheral equipment, printers, basic networking, and other competencies to resolve issues promptly.

Support of Apple Macs and mobile devices in a corporate environment is a plus.

Excellent customer service skills.

Ability to troubleshoot and fix Tier 1 & 2 IT-related issues.

Excellent knowledge of Windows 10, Active Directory, Group Policy, DNS, and DHCP.

Good knowledge of cloud-based infrastructure support tools and technology.

Strong written & verbal communication; attention to detail; strong organization skills; ability to manage multiple priorities well; calm under pressure.

The ability to provide support outside of regular business hours as needed.

Permanent