IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
About the role
- Helpdesk Technician responsible for maintaining tools and providing technical support for users. Collaborating with teams and providing escalation for Level 1 Technicians.
Responsibilities
- Provide maintenance and troubleshooting to keep all tools and devices running smoothly
- Serve as escalation point of contact for Level 1 Technicians
- Provide technical support by phone, email, remote access or in-person
- Ensure user requests for services are tracked and followed through
- Manage inventory of new and replacement equipment
- Collaborate with internal teams or vendors to execute projects
Requirements
- Excellent communication and problem-solving skills
- Knowledge and experience on Windows 10 OS and above; MacOS and iOS are a plus
- Experience with Service management tools such as FreshService, Jira, Salesforce etc.
- Automate manual tasks; create & improve tools that help make team operations more efficient
- Be fluent in Microsoft Office (Word, Excel and Powerpoint) and the Google suite (Gmail, Google Docs, and Google Calendar)
- Should have an understanding of ITIL: Incident, Change, Problem, Service Request and related activities such as spare and buffer inventory management.
Benefits
- Remote Work/Work From Home
- Paid Time Off/11 Paid Holidays/Year-End Holiday Break
- Health, Dental, Vision, HSA/FSA
- 401K with Company Match
- Disability & Life Insurance
- Employee Assistance Program
- Paid Parental Leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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