DESCRIPTION

Job Summary:

The IT Support Associate provides operational support to ensure the availability, efficiency, accuracy, and effectiveness of IT resources for end users, working under moderate supervision. The role involves diagnosing and resolving IT hardware and software issues, maintaining incident logs, and providing training to less experienced associates. Collaboration, customer focus, and adaptability are essential for success in this role.

Key Responsibilities:

• IT Production Support: Execute IT production support for assigned area(s) according to established processes. Diagnose and resolve issues related to IT hardware or software with guidance as needed.
• Hardware/Software Configuration: Install, configure, and manage IT hardware and applications, addressing technical issues as per department standards.
• Troubleshooting and Escalation: Troubleshoot assigned technical issues, escalating unresolved cases per defined protocols. Use the Incident Management system to log and track reported issues or requests from end users.
• Training and Knowledge Sharing: Provide one-on-one training and support to less experienced team members on IT processes, troubleshooting tools, and best practices.
• Additional IT Responsibilities: Support additional IT-related duties and ensure adherence to Service Level Agreements (SLA) and Operational Level Agreements (OLA) with other IT service providers.

• Collaborates - Works effectively with team members and stakeholders to achieve shared goals.
• Communicates Effectively - Delivers clear, concise communications tailored to the audience's needs.
• Customer Focus - Builds strong customer relationships and delivers solutions that meet user needs.
• Instills Trust - Earns the trust and confidence of others through integrity and authenticity.
• Manages Complexity - Efficiently processes complex or high-volume information to solve problems effectively.
• Optimizes Work Processes - Continuously improves processes for greater efficiency and effectiveness.
• Self-Development - Actively pursues personal and professional growth through formal and informal development.
• Situational Adaptability - Adjusts approach as needed to respond to changing conditions and demands.
• Incident Management - Manages issues through the Incident Management system, tracking actions and identifying trends.
• Troubleshooting - Effectively diagnoses and resolves customer-reported issues by applying department standards.
• Problem Solving - Uses a systematic approach to identify causes and implement data-driven solutions, preventing recurrence.
• Values Differences - Recognizes and appreciates the unique contributions of diverse perspectives and backgrounds.

• Minimum: High school diploma or equivalent. Additional industry training, certifications, or relevant experience is preferred.
• Compliance: This position may require compliance with export controls or sanctions regulations.

• Some work experience or intermediate-level knowledge obtained through education, training, or on-the-job exposure in a related field.

• Essential: Proficiency in Apriso.
• Preferred: Familiarity with SQL, Power Apps, and Power BI.

• Production Support Capabilities: Ability to manage production support tasks efficiently.
• Shift Flexibility: Willingness to work in shifts to meet operational needs.