IT Support Associate
2 weeks ago
**The Role**:
The IT Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise. The IT Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network. The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies. **The role requires working one week night shift per month.**
**Primary Responsibilities**:
- Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
- Engage service providers and vendors in logging support or service tickets as required or assigned.
- Participate in projects to improve service provision, performance or to resolve an ongoing requirement.Other responsibilities as assigned.
**Qualifications**:
- BA/BS or Technical degree in Information Technology, MIS or related field is highly desirable
- ITIL, Microsoft certification (MTA, MCP, MCITP, MCSE) highly desirable.
- 1-2 years of relevant experience, ideally with a professional services firm.
- Experience in Tier 1 or Tier 2 helpdesk support
- Supporting PC and Mac hardware, peripherals and networking technologies.
- Hardware and software troubleshooting techniques, tools and utilities
- Windows, MacOS, IOS and their cloud management platforms e.g. InTune
- Office365 or other business productivity suite administration experience
- Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
- Troubleshooting skill - Windows & Mac OS
- Experience working consistently within a ticket tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner
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