Technical Assistance Center Associate Role
1 week ago
At our organization, we believe that passion can change lives. As a management consulting and technology firm focused on improving life and how we live it, our most valuable asset is our people.
We partner collaboratively with our clients to develop custom solutions and technology products that create value and deliver company results across critical areas of their business.
Our diverse and inclusive work environment honors the visible and invisible elements of our identities, personal experiences, and belief systems – the ones that comprise us as individuals, shape who we are, and make us unique.
Our goal is to empower you to grow, contribute, and bring your unique self to our work.
Job Responsibilities:- Troubleshoot IT-related issues for a user population via telephone and remote access.
- Provide technical support for Windows/MAC machines, printer, and proprietary software.
- Diagnose and resolve technical issues related to operating systems, applications, and hardware.
- Familiarity with basic networking concepts and protocols.
Additionally, you will:
- Handle administrative tasks such as tracking calls/chats, timely follow up of all assigned tickets in your bin until closure, re-assigning tickets to relevant teams and following up via emails as required.
- Assist with organizational efforts, maintaining records for licensed software, etc.
- Additional projects/tasks as assigned based on performance.
- Strong oral and written communication skills.
- Ability to approach problem-solving methodically and analytically.
- Bachelor's degree required, Master's degree desirable.
- 1-2 years of relevant experience in Customer Support, or preferably IT Helpdesk / Service Desk.
- Strong customer service orientation.
- Professional appearance and demeanor, with ability to exercise good judgment and discretion.
- Ability to work varied hours, enabling support in a 24/7 environment.
- A+ certification or Microsoft Certified Systems Administrator (desirable, not mandatory).
- Experience with Service Now tool (desirable, not mandatory).
- Certification in ITIL or similar framework.
- Comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth, and professional development.
- Robust skills development programs, multiple career progression options, and internal mobility paths empowering employees to thrive individually and globally.
- Travel is a requirement for client-facing employees, prioritizing business needs and project requirements.
- While some projects may be local, all client-facing employees should be prepared to travel as needed.
- Travel provides opportunities to strengthen relationships, gain diverse experiences, and enhance professional growth by working in different environments and cultures.
Considering applying?
- If you're eager to grow, contribute, and bring your unique self to our work, we encourage you to apply.
- We are an equal opportunity employer committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law.
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