IT Support Associate

Position Summary The Information Systems Associate will be a member of the IT Support team and will assist the IT department with any tasks pertaining to the department’s operations and management. This includes providing frontline IT support for all company hardware and software including computers, mobile devices, AV equipment, VoIP phones, and software platforms. This position reports to the IT Manager Responsibilities Responsible  for user technical support, remote user support, and user onboarding

Respond to and resolve help desk tickets efficiently

Document and maintain accurate records of all support interactions

Diagnose and troubleshoot software problems using effective problem-solving techniques

Work with team members to escalate and resolve complex technical issues

Support users via tools like Ninja One, RDP, etc.

Support VoIP phone systems, in office and remote

Perform workstation setup and support

Assist with IT security monitoring, proactive system monitoring, and equipment maintenance

Assist with maintenance of physical and virtualized servers, VM’s, and Hyper-VAssist in the installation, configuration, and maintenance of software applications

Maintain and support SharePoint sites to ensure optimal functionality

Educate end-users on software functionalities and best security practices

Assist with eXtend ERP (Enterprise Resource Planning) software support

Provide support for Manufacturer (OEM) portal access and user management

Support external customer platforms such as:
Deutz Ser Dia, Cummins Quick Serve, Cummins Insite, Volvo Tech Tool, Volvo Penta, Volvo PROSIS, & Sennebogen Maintain a positive work ethic

Additional duties as assigned by manager

Proficient in software support, troubleshooting, and issue resolution

Solid understanding of general software applications and their functionalities

Proficient in Microsoft software (Windows OS, 365 Suite, One Drive, Outlook, Teams, etc.)Experience with Microsoft Entra, AD, and 365 Admin Center

Experience with Windows Server, VMs, Hyper-VStrong communication skills for interacting with both technical and non-technical stakeholders

Ability to work independently and collaboratively in a fast-paced environment

Detail-oriented with strong organizational and multitasking abilities