Associate – IT Support

POSITION RESPONSIBILITIES
The Associate - IT Support role supports the streamlined operation of the company’s IT Support team. This individual will identify, recommend, implement and support technology solutions to identify and support customer service trends and procedures for problem prevention, IT support knowledgebase, problem tracking and to monitor and enhance productivity. Responsible for Tier I and II hardware and software support. Provides technical advice, guidance, and informal training to internal customers. Troubleshoots and restores standard technical services and equipment by analyzing and diagnosing symptoms to identify and implement root-cause problem resolution. Responsible for the setup, testing, installation, and administration of laptop computers, handheld/mobile devices, printers, software, and peripherals. In addition to the above, this individual will identify, implement and support physical staff moves, IT inventory management, and assist with shipping and receiving processes for the IT department.
This individual will work independently and as a part of the greater IT team, liaising and supporting all company locations. Responsible for the maintenance and enforcement of all corporate IT policies and standards. Openly shares information and can quickly establish and sustain professional relationships, trust, and credibility. Responsibilities include but are not limited to:

• Serve as the first point of contact for IT support issues, requests, and questions
• Complete computer hardware and software audits; determine system improvements, recommend and implement approved changes
• Configure, test, and install end-user technologies (e.g. laptop computers, Smartphones, software and printers)
• Improve customer service quality and responsiveness by studying and evaluating processes, review service metrics to recommend appropriate changes
• Ensure consistently high levels of customer satisfaction at all levels within the company
• Establish and build relationships, trust, and credibility at all levels of the organization
• Ensure all security policies and Sarbanes-Oxley control procedures, under positions’ control are adhered to
• Participate in various technology implementation projects
• Lead staff equipment moves/relocations
• Manage IT storage areas and inventory
• Irvine site IT shipping and receiving management

POSITION REQUIREMENTS
Characteristics and Competencies

• Customer Focus – is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; always acts with the customer in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Problem Solving – uses rigorous logic and systems thinking methods to understand and solve difficult problems; probes all fruitful sources for insight and answers; can see hidden problems; excels at honest analysis; looks beyond the obvious and doesn’t stop at the first answer; can leverage others in a facilitative format while retaining the ability to use independent judgment.
• Functional / Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
• Written Communications – has excellent oral and written communications; an ability to present and discuss information in a way that establishes rapport, persuades others, and gains understanding; is able to present information clearly and succinctly in a variety of communication settings and styles.
• Perseverance – Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
• Technical Learning – Picks up on technical concepts quickly; can learn new skills and knowledge; is good at comprehending new industry, company, product, or technical knowledge; does well in technical courses and seminars.

Physical Demands

• While performing the responsibilities of the job, the employee is occasionally required to stand, walk, balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
• The employee must occasionally lift and/or move up to 50 pounds.

Education and Experience

• 2-4 years of hands-on experience supporting a corporate environment with 300+ employees.
• Associate's degree in Computer Science, Engineering, Technology Management, or related discipline preferred. Equivalent experience is acceptable.
• Analytical, problem solving, and end-user support within an Information Technology organization.
• A genuine passion to deliver a high-level of customer service and quality is required.
• Knowledge of modern end-user computing technologies including laptop computers, e.g. Microsoft Windows 10/11, Microsoft Office 365, Microsoft Windows Server / Active Directory, Smartphones (Apple, Android, Windows phone), Teams phone and video conferencing equipment.
• Excellent time management skills. Self-directed with the ability to work independently to meet deadlines and produce quality work.
• An overarching attention to detail in the face of strict deadlines.
• Excellent communication skills (verbal and written).

Hourly Rate (based upon, and subject to, candidate experience): $28 - $34 per hour (plus generous cash incentives)