IT Support Associate

The Role:

The IT Associate works to ensure a smooth operational technology environment through proactive engagement with our staff as requirements, issues or problems arise. The IT Associate will be a part of an integrated global team providing quality guidance and support to colleagues locally and across the APCO network. The role offers extensive on-the-job learning opportunities and you will be working with the very latest hardware and collaboration technologies. The role requires working one week night shift per month.

Primary Responsibilities:

• Help desk support for regional and global users both in-person and remotely, working with the global service desk team and ensuring cases are updated and repeating issues are addressed effectively.
• Perform hands on support, both preventative and remedial for all company technologies, mobile devices, applications, cloud services, conferencing rooms and peripherals or other technologies as required.
• Engage service providers and vendors in logging support or service tickets as required or assigned.
• Participate in projects to improve service provision, performance or to resolve an ongoing requirement.
• Other responsibilities as assigned.

Qualifications:

• BA/BS or Technical degree in Information Technology, MIS or related field is highly desirable
• ITIL, Microsoft certification (MTA, MCP, MCITP, MCSE) highly desirable.
• 1-2 years of relevant experience, ideally with a professional services firm.
• Experience in Tier 1 or Tier 2 helpdesk support
• Supporting PC and Mac hardware, peripherals and networking technologies.
• Hardware and software troubleshooting techniques, tools and utilities
• Windows, MacOS, IOS and their cloud management platforms e.g. InTune
• Office365 or other business productivity suite administration experience
• Experience supporting Zoom and Teams for remote users, and an understanding of conference room AV technology.
• Troubleshooting skill – Windows & Mac OS
• Experience working consistently within a ticket tracking system (e.g. Freshservice), assigning, updating and closing tickets in a reliable manner