Associate IT Service Center Rep
Accountabilities: Provide first-tier technical support to end users for applications, hardware, and workplace technology.
Identify, troubleshoot, and resolve user incidents while gathering and documenting the information required for effective support.
Recognize issues that require second-tier assistance and escalate them appropriately with complete and accurate documentation.
Recreate or simulate user problems when necessary to identify root causes and develop effective resolutions.
Collaborate with network services, systems administrators, server support, and application development teams to restore services and resolve underlying technical issues.
Recommend system or process modifications that can reduce recurring user problems and improve the overall support experience.
Maintain current technical knowledge and troubleshooting skills relevant to the supported environment.
Communicate clearly with users and internal technical teams regarding incidents, troubleshooting activities, and resolution status.
Follow established remote-work and IT support procedures while maintaining a professional and collaborative service approach.
Requirements
Associate degree in Information Technology or a related field with 2 years of experience in IT support, PC support, or relevant work experience; alternatively, a High School Diploma/GED with 4 years of relevant experience .
A bachelor’s degree in Information Technology or a related field combined with 2 years of relevant IT support experience is preferred.
Working knowledge of Microsoft products, including Word, Excel, PowerPoint, and Outlook .
Familiarity with Skype and VPN connections .
Strong technical troubleshooting and problem-solving abilities.
Excellent written and verbal communication skills.
Ability to work effectively as part of a collaborative IT support team.
Strong attention to detail and ability to document technical issues clearly and accurately.
Customer-focused approach with the ability to communicate technical information effectively to end users.
Ability to work independently when troubleshooting while knowing when to escalate more complex incidents.
Legal authorization to work in the United States is required on the first day of employment; sponsorship is not available.
Ability to complete required pre-employment screening, including criminal background and education verification, as applicable.
Benefits
Primarily remote work after initial training , with temporary on-campus workspace potentially available for short-term needs.
Full-time, regular employment with benefits eligibility.
Competitive salary commensurate with education and experience .
Medical, dental, and vision insurance options for eligible employees and families.
Holiday, vacation, and sick leave.
Retirement plan with up to 10% matched contributions .
Basic life insurance coverage of up to $50,000 .
Education discounts for eligible staff and dependents on undergraduate programs.
Career training and educational development opportunities.
Merchant discounts and additional employee benefits.
Concierge prescription delivery through the on-campus pharmacy.
Initial training and ongoing opportunities to develop technical troubleshooting expertise.
Work-from-home flexibility following the initial training period.
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