IT Support Associate II

Job description

Developing professional who resolves complex issues, supports upgrades, conducts advanced troubleshooting, and mentors junior staff while maintaining compliance and vendor coordination. SKILLS | Expectations & Responsibilities Technical Expertise

• Provide second-level technical support for complex hardware, software, and network issues. Perform advanced troubleshooting and root cause analysis, and implement permanent fixes. Assist with system upgrades, deployments, and configuration of enterprise applications. Mentor junior technicians on technical processes and best practices.

Communication & Leadership

• Communicate effectively with stakeholders by providing clear status updates and technical guidance. Take ownership of escalated issues and coordinate resolution across teams.

Customer Service Mindset

• Deliver proactive support by anticipating user needs and preventing potential issues. Maintain strong relationships with end users through responsive and empathetic service.

Critical Thinking

• Evaluate complex problems and design effective solutions aligned with organizational goals. Prioritize tasks based on business impact and resource availability.

Governance & Standards

• Audit
• Enforce compliance with IT security policies, standards, and regulatory requirements. Conduct periodic reviews of system configurations and access controls. Ensure accurate documentation for audits and maintain the integrity of IT records.

Vendor and Financial Acumen

• Manage vendor relationships for service agreements, repairs, and procurement. Evaluate vendor performance and escalate concerns when necessary.

Qualifications

Hardware Management

You will continuously manage the operational effectiveness of the branch's hardware, taking control of inventory, end of life, ordering, set up and retiring of all hardware.

Software

You will have responsibility for troubleshooting software issues, roll out of new software solutions, the backup and storage of data and its security and the effective use of technical solutions that support operational performance.

Solutions

In this role you will have the opportunity to build and develop solutions in conjunction with the operational teams, that drive efficiencies into the operational processes of the branch, supporting and or developing solutions that drive automation and optimization of productivity Windows 11 OS experience and PC Troubleshooting; preferred candidates will have experience building PC's Technology concepts - PowerShell, Networking, TCPIP, Cybersecurity, Cabling Software - Office, Exchange, SharePoint Effective problem-solving skills

• Ability to handle multiple tasks/projects
• Demonstrated customer service skills and proven interpersonal skills Good communication skills Inquisitive and exploratory mind-set IT Certifications considered a plus: CompTIA, Cisco, Microsoft, VMware, Linux