IT Associate

Job Summary

IT Associate

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!!!

Galls is an Equal Opportunity Employer of people from all walks of life, including persons with disabilities and veterans. Galls is passionately committed to diversity and inclusion in all that we do.We invite you to join our team, grow with us and contribute by bringing your authentic, best self to work.