Information Technology Associate

JOB SUMMARY: The IT Associate provides first-level technical support to ORAFOL Americas employees. This role assists with the installation, configuration, maintenance, and troubleshooting of end-user hardware, software, network connectivity, printers, mobile devices, and other IT-related equipment. The IT Associate documents issues, resolves routine support requests, and escalates more complex incidents as appropriate ESSENTIAL FUNCTIONS Serve as the first point of contact for IT support requests through walk-up, phone, email, and ticketing-system channels.

Diagnose and resolve routine hardware, software, account-access, connectivity, and peripheral issues.

Install, configure, deploy, and maintain desktop and laptop computers, monitors, printers, mobile devices, and related accessories.

Set up and support standard business applications, operating systems, user profiles, email, collaboration tools, and approved software.

Create, modify, and deactivate user accounts and access permissions in accordance with company procedures.

Install and troubleshoot printers, scanners, and other office technology.

Provide basic support for network connectivity, Wi-Fi, VPN, phones, and other telecommunications equipment; escalate issues when needed.

Maintain accurate ticket documentation, including troubleshooting steps, resolutions, asset information, and escalation details.

Track IT assets, inventory, surplus equipment, and hardware assignments.

Assist with basic troubleshooting and monitoring of servers, network equipment, and business systems under the direction of senior IT staff.

Escalate unresolved or higher-level technical issues to appropriate IT personnel or external vendors.

Provide courteous, timely, and professional customer service to all employees.

ADDITIONAL RESPONSIBILITIES Strong customer-service orientation and professional communication skills.

Positive, dependable, and accountable with a willingness to learn.

Ability to prioritize multiple requests and meet deadlines in a fast-paced environment.

Ability to work independently on routine tasks and collaborate effectively with team members.

Strong problem-solving, organizational, and documentation skills.

Ability to handle confidential information and follow IT security procedures

Education Requirements:

Associate degree or higher in Information Technology, Computer Science, or a related technical field.

Relevant technical certifications, such as CompTIA A+, Network+, Microsoft, or similar credentials, are preferred.

Equivalent combination of IT education, technical training, and relevant work experience may be considered.

Work Experience:

Entry level IT skillset.

Understanding of Internet, Business systems, development, telecommunications, and desktop technologies.

Experience providing customer service or supporting users in a professional environment preferred.

Aptitudes & Characteristics:

Must have a positive “can do” attitude and a sense of accountability.

Must be a fast learner, driven and self-motivated; strive towards continuous improvement.

Ability to work with little to no supervision, multi-task and meet deadlines.

Ability to support mobile sales force with capable technology and telecommunications.

Ability to communicate effectively; excellent interpersonal skills.