IT Support Associate
Company: Aligned Data Centers
Location: Plano
Posted on: May 4, 2024
Job Description:
JOB TITLE: IT Support Associate DEPARTMENT: IT REPORTS TO: VP IT
Infrastructure & Operations LOCATION: Plano, TX DFW02 SUMMARY: The
IT Support Associate will support IT business and enterprise
operations teams in multiple US time zones. The IT Support
Associate will apply internal customer service skills, technical
knowledge, expertise, and technical troubleshooting skills to
support the IT business practice and its internal customers. DUTIES
AND RESPONSIBILITIES:
- Serve as the first point of contact and front-end support
answering inbound helpdesk requests for all areas of the IT
Enterprise. In this position, you will be interacting with
employees, customers, vendors, contractors, and anyone else who may
need your support
- Diagnose, troubleshoot and resolve technical issues related to
Wi-Fi and remote connectivity, IT hardware, software, applications,
peripherals and mobile and desktop equipment
- Install desktop and laptop hardware, software and peripheral
components as required
- Perform onboarding and maintenance of corporate user accounts
and groups within Microsoft Active Directory
- Perform maintenance and troubleshooting on printers and copiers
and IP telephony systems
- Configure, update, wipe and/or repair Windows and Mac desktop
systems
- Support corporate base of iPhone and Android mobile users.
- Setup, configure and troubleshoot Microsoft Office applications
and perform administrative functions within Microsoft Office
365
- Follow up on tracked requests and ensure timely resolution,
with goal to resolve all issues first call
- Provide feedback on reducing ticket times and helpdesk
efficiency
- Engage and contribute with the IT team on projects and task
supporting business Enterprise needs
- Provide wireless network support for users including
connectivity issues and administrative functions of the system
- Assist in development of procedures that outline how incidents,
requests, and problems are identified, documented, escalated and
managed QUALIFICATIONS:
- High school diploma or equivalent
- 3+ years of proven experience in a helpdesk environment (Tier
II support)
- Strong understanding of computer systems, mobile devices, and
applications in an Enterprise IT environment
- Experience with wired and wireless Local Area Networks (LAN),
Wide Area networks (WAN) and networking preferred, but not
required
- Ability to diagnose, troubleshoot and resolve basic to complex
end user technical issues
- Advanced knowledge of Mac operating systems and products
- Working knowledge of Microsoft operating systems and Office
products
- Excellent oral and written communication skills
- Certification on Microsoft Client or Server products is
preferred, but not required
- SharePoint, Salesforce or ServiceNow experience is preferred,
but not required COMPETENCIES:
- Adaptability - Adapts to changes in the work environment;
Manages competing demands; Changes approach or method to best fit
the situation; Able to deal with frequent change, delays, or
unexpected events.
- Attendance/Punctuality - Is consistently at work and on time;
Ensures work responsibilities are covered when absent; Arrives at
meetings and appointments on time.
- Customer Service - Manages difficult or emotional customer
situations; Responds promptly to customer needs; Solicits customer
feedback to improve service; Responds to requests for service and
assistance; Meets commitments.
- Dependability - Follows instructions, responds to management
direction; Takes responsibility for own actions; Keeps commitments;
Commits to long hours of work when necessary to reach goals;
Completes tasks on time or notifies appropriate person with an
alternate plan.
- Diversity - Demonstrates knowledge of EEO policy; Shows respect
and sensitivity for cultural differences; Educates others on the
value of diversity; Promotes a harassment-free environment; Builds
a diverse workforce.
- Innovation - Displays original thinking and creativity; Meets
challenges with resourcefulness; Generates suggestions for
improving work; Develops innovative approaches and ideas; Presents
ideas and information in a manner that gets others' attention.
- Interpersonal Skills - Focuses on solving conflict, not
blaming; Maintains confidentiality; Listens to others without
interrupting; Keeps emotions under control; Remains open to others'
ideas and tries new things.
- Judgement - Displays willingness to make decisions; Exhibits
sound and accurate judgment; Supports and explains reasoning for
decisions; Includes appropriate people in decision-making process;
Makes timely decisions.
- Oral Communication - Speaks clearly and persuasively in
positive or negative situations; Listens and gets clarification;
Responds well to questions; Demonstrates group presentation skills;
Participates in meetings.
- Organizational Support - Follows policies and procedures;
Completes administrative tasks correctly and on time; Supports
organization's goals and values; Benefits organization through
outside activities; Supports affirmative action and respects
diversity.
- Professionalism - Approaches others in a tactful manner; Reacts
well under pressure; Treats others with respect and consideration
regardless of their status or position; Accepts responsibility for
own actions; Follows through on commitments.
- Problem Solving - Identifies and resolves problems in a timely
manner; Gathers and analyzes information skillfully; Develops
alternative solutions; Works well in group problem solving
situations; Uses reason even when dealing with emotional
topics.
- Quality - Demonstrates accuracy and thoroughness; Looks for
ways to improve and promote quality; Applies feedback to improve
performance; Monitors own work to ensure quality.
- Safety and Security - Observes safety and security procedures;
Determines appropriate action beyond guidelines; Reports
potentially unsafe conditions; Uses equipment and materials
properly.
- Teamwork - Balances team and individual responsibilities;
Exhibits objectivity and openness to others' views; Gives and
welcomes feedback; Contributes to building a positive team spirit;
Puts success of team above own interests; Able to build morale and
group commitments to goals and objectives; Supports everyone's
efforts to succeed.
- Technical Skills - Assesses own strengths and weaknesses;
Pursues training and development opportunities; Strives to
continuously build knowledge and skills; Shares expertise with
others. PHYSICAL DEMANDS AND WORK ENVIRONMENT:
- Occasionally required to stand
- Occasionally required to walk
- Continually required to sit
- Occasionally required to climb, balance, bend, stoop, kneel or
crawl
- Occasional exposure to wet and/or humid conditions
(non-weather)
- Occasional work near moving mechanical parts
- Occasional exposure to outside weather conditions The above is
intended to describe the general content of and requirements for
the performance of this job. It is not to be construed as an
exhaustive statement of duties, responsibilities, or physical
requirements. Nothing in this job description restricts
management's right to assign or reassign duties and
responsibilities to this job at any time. Reasonable accommodations
may be made to enable individuals with disabilities to perform the
essential functions. Aligned Data Centers is an equal opportunity
employer that embraces diversity and is committed to building a
team that represents a variety of backgrounds, perspectives, and
skills. Equal employment opportunities are available to all
applicants and teammates without regard to race, color, religion,
sex, pregnancy, national origin, age, physical and mental
disability, marital status, sexual orientation, gender identity,
gender expression, genetic information, military and veteran
status, and any other characteristic protected by applicable law.
All aspects of employment including the decision to hire, promote,
discipline, or discharge, will be based on merit, competence,
performance, and business needs.PIac0f53cd2149-31181-34396066
Keywords: Aligned Data Centers, Allen , IT Support Associate, Other , Plano, Texas
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