IT Support Associate

Advanced Experience with Windows and Mac operating systems, imaging technologies, asset tracking and inventory systems.
Growth-oriented mindset, focusing on continuous development of skillset.
White gloving, VIP treatment and excellent customer service skills with the ability to work quickly and effectively.
Experience with Call Center technologies & Network troubleshooting.
Some experience with scripting languages (Powershell, Bash, Batch).
Experience with PC Refresh Life Cycle Process and deployment.
Experience with a major platform for ticketing and support (FreshService, Zendesk, Zoho, ServiceNow, etc.).
Ability to troubleshoot in unfamiliar territory, provide technical support, and maintain third-party commercial SaaS applications.
Excellent written and verbal communications skills.
Proven ability to work successfully with limited supervision.

Handle support of operations users in our Houston office onsite 5 days a week.
Provide in-depth support efforts for specific technology products or applications.
Install, configure and maintain onsite tech equipment for the Houston Office.
Audit/maintain technology inventory at the Houston office.
Remove and install hardware components and peripherals manually and via deployment console.
Investigate, diagnose and resolve hardware issues.
Manage, troubleshoot and provide solutions for a wide range of technical issues impacting users in person and remotely.
Handle incidents flagged by Tier I, Tier II teams using an RCA/DMAIC framework.
Identify and escalate trends, bugs and other system errors to Escalation, IT Engineering and Security teams.
Build and maintain document library, knowledge base articles.
Facilitate onboarding of new hires in person.
Maintain key production SLA metrics such as response and resolution time.

No preferred qualifications provided.