IT Support Associate

Shift hours: M-F 8a-430p (2 days a week working 10a-7p)

Job description:

Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking. Monitor installed systems, identify problems, and take corrective action.

• Provide basic technical support to business clients.
• Troubleshoot application issues, basic diagnosing of the desktop/laptop software problems.
• Onsite IT Support Associate, responsible for managing the technical support needs of the site. This includes overseeing new hire onboarding, maintaining onsite printers, and addressing all technical issues on the premises.
• Act as the primary point of contact for IT at this location, being approachable and customer-focused, acting as the face of the IT department.
• Issue laptops, replace hardware, and perform software updates.
• Support is provided through an internal ticketing system, where ticket volumes can range from 10 to over 60 per day. Manage tickets and cases via chat, rather than through a call center environment, with in-person assistance also required as this is an onsite role in a full office environment.
• Provide support to USF internal employees both on-site and remotely, with remote assistance handled via chat. Ticket volumes can be as high as 80 interactions on particularly busy days, with quieter days having as few as 10.

• 3+ years of related work experience, or an equivalent combination of education and experience.
• 3+ years of customer service experience.
• Excellent communication skills.
• The ability to work in a team environment and commit to a flexible work schedule.
• 3+ years technical experience a plus.
• Previous experience troubleshooting desktop, printer and notebook issues.
• Very strong user and support of MSOffice.