FAQs
What is the primary responsibility of the IT Support Associate?
The primary responsibility of the IT Support Associate is to provide help desk support for regional and global users, both in-person and remotely, while ensuring effective responses to issues and updating cases in collaboration with the global service desk team.
Are there any required qualifications for this position?
Yes, a BA/BS or Technical degree in Information Technology, MIS, or a related field is highly desirable, along with relevant certifications such as ITIL or Microsoft certifications.
What experience is preferred for this role?
The role prefers 1-2 years of relevant experience, ideally in Tier 1 or Tier 2 helpdesk support, particularly in a professional services firm.
Is experience with specific software or tools required for this position?
Yes, experience with Windows, MacOS, iOS, Office365, Zoom, and Teams, as well as familiarity with log tracking systems like Freshservice, is required.
Does the position involve working night shifts?
Yes, the role requires working one week of night shift per month.
Will I receive training for the technologies used?
Yes, the role offers extensive on-the-job learning opportunities and involves working with the latest hardware and collaboration technologies.
What types of devices and applications will I support in this role?
You will provide hands-on support for various technologies, including mobile devices, applications, cloud services, conferencing rooms, and peripherals.
How do I engage vendors or service providers when issues arise?
You will engage service providers and vendors by logging support or service tickets as required or assigned.
Are there opportunities to participate in projects?
Yes, you will have the opportunity to participate in projects aimed at improving service provision, performance, or resolving ongoing requirements.
What troubleshooting skills are expected for this position?
The IT Support Associate should possess troubleshooting skills for both Windows and Mac OS, as well as experience in hardware and software troubleshooting techniques and utilities.