Information Technology Support Associate

Early-career technician delivering first-level support; follows procedures, documents solutions, escalates 

appropriately, supports routine maintenance with strong customer service.  Follows established procedures, documents solutions, and escalates appropriately.  Delivers strong customer service, supports routine maintenance, adheres to security/compliance requirements, and contributions to procurement and vendor interactions under guidance.

SKILLS | Expectations & Responsibilities

Technical Expertise - Provide first-level technical support for hardware, software, and 

network issues, ensuring timely resolution. Assist in system updates, patching, and basic configuration under supervision. Maintain proficiency in troubleshooting operating systems, enterprise applications, and peripheral devices. Document technical solutions and contribute to the knowledge base for recurring issues.

Communication & Leadership - Communicate technical information clearly and effectively to non-technical users. Escalate complex issues promptly to senior technicians or relevant teams with detailed context

Customer Service Mindset - Escalate complex issues promptly to senior technicians or relevant 

teams with detailed context. Deliver support with empathy and professionalism, ensuring a positive user experience. Respond to service requests promptly and keep users informed about resolution timeline

Critical Thinking - Analyze problems systematically to identify root causes and prevent recurrence. Apply logical reasoning to prioritize tasks based on urgency and impact.

Governance & Standards - Audit - Follow established IT policies, security protocols, and compliance 

requirements. Ensure accurate logging of incidents and resolutions in the ticketing system for audit purposes. Assist in periodic audits by providing required documentation and system checks.

Vendor and Financial Acumen - Support procurement processes by providing accurate specifications for IT equipment. Collaborate with vendors for warranty claims or repairs under guidance from senior staff