DESCRIPTION

Job Summary:

The IT Support Associate - Level I provides operational support to ensure the effectiveness, efficiency, accuracy, and availability of IT resources for end users. This role acts as a primary point of contact for service-related inquiries and collaborates closely with team members while working under direct supervision.

Key Responsibilities:

1. Customer Service:
2. Serve as the main point of contact for customers regarding service-related inquiries.
3. Maintain relationships with key customers and suppliers to ensure satisfaction and effective communication.
4. IT Support:
5. Provide IT support for designated areas according to established processes.
6. Diagnose and troubleshoot issues with IT hardware and software components, escalating problems when necessary.
7. Install, configure, or address IT hardware and application issues as directed.
8. Incident Management:
9. Utilize the Incident Management system to log reported issues and actions taken, ensuring accurate tracking and follow-up.
10. Perform initial troubleshooting in line with departmental standards and escalate unresolved issues to higher-level support.
11. Additional Responsibilities:
12. Assist with various IT tasks and projects as assigned by supervisors.

• Effective Communication:
• Develop and deliver clear, multi-faceted communications tailored to the needs of different audiences.
• Customer Focus:
• Build strong relationships with customers and deliver solutions that prioritize their needs.
• Trustworthiness:
• Gain and maintain the confidence of others through honesty and integrity.
• Self-Development:
• Actively seek opportunities for personal and professional growth through both formal and informal channels.
• Situational Adaptability:
• Adjust approaches and demeanor in real-time to respond effectively to shifting demands.
• Incident Management:
• Maintain accurate records of issues and requests, tracking trends for continuous improvement.
• Valuing Differences:
• Recognize and appreciate the diverse perspectives and cultures that enhance the organization.

• High school diploma or equivalent; additional education or specialized training is a plus.
• No prior work experience is required, making this role suitable for entry-level candidates.

• Technical Proficiency:
• Familiarity with installation and troubleshooting of CMES, QDAS, Radinik, and MFG software.
• Basic understanding of Oracle databases, SQL, and IIoT devices.
• Knowledge of Power BI, Power Apps, SharePoint, LAN, WAN, and general computer hardware.
• Software Expertise:
• Proficient in MS Excel and PowerPoint for data analysis and presentation.
• Problem Solving:
• Ability to diagnose and resolve customer-identified issues using systematic analysis and established methodologies.