IT Associate

IT Associate

On Site: Lexington, KY

The IT Associate’s role is to ensure the proper operation of end-user technologies, including account access administration, so that end users can accomplish their required business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests. Problem resolution may involve diagnostics, helpdesk request tracking tools, and require that the individual give in-person or remote, hands-on help at the desktop level.

WHAT YOU’LL DO

• Field incoming help requests from end users and answer their questions or resolve their issues in a timely and courteous manner. Help requests typically come in via a ticket, but could be a telephone call, email, or chat session.
• Document or verify all pertinent end user identification information, including the nature of their problem or issue.
• Build rapport and elicit problem details from end users.
• Prioritize and schedule issue resolutions. Escalate issues (when required) to the appropriate Tier 2 or 3 technical resource.
• Record, and document all pertinent details in the help request ticket, including all actions taken to resolve the issue and any decisions that may have been made in the process.
• Apply diagnostic tools, as required, to aid in troubleshooting and issue resolution.
• Access software updates, drivers, knowledge bases, and frequently asked question resources, both internal and external, to aid in issue resolution.
• Identify and learn appropriate software and hardware used by the organization.
• Perform hands-on fixes, including installing and upgrading software, installing hardware, and configuring and deploying a wide variety of devices. Examples include desktops, laptops, mobile devices, network routers/switches, printers, and peripheral equipment.
• Responsible for standard user setup for hardware & software.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and other end-user devices.
• Test, as appropriate, fixes to ensure issue has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop or continually enhance help sheets and frequently asked questions for end users.
• Perform account access administration tasks as required by company policy.

o        Add/remove/disable accounts

o        Badge administration tasks

o        Assign licenses in accordance with company guidelines

o        Perform audits

• Work extended hours as required to meet business requirements or resolve issues.

WHAT YOU BRING

• 1-3 years’ experience in Technical Help or Service Desk. Tier 1 support.
• Desktop support.
• Excellent customer service and communication (written & oral) skills.
• Ability to present and communicate technical concepts to non-technical users.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Highly self-motivated and directed.
• Attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize, multi-task, and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

WHAT TO SEND OUR WAY

• Your resume, highlighting your education, experience, and skills
• Why you want to be a part of the Galls family

WHAT WE OFFER

• Excellent medical/dental and vision coverage— Eligible 1st day of the month after start date
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits—choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Day Shifts Only
• Daily Pay- Receive up to 50% of wages for hours worked DAILY!!! 

EOE/Veterans/Disability