Associate IT Support Technician

SUMMARY

The Associate IT Support Technician is responsible for ensuring operability of business-critical systems, setting, and measuring performance in accordance with Service Level Agreements (SLAs). This role derives data points to make informed, data-driven decisions, and serve as liaison between IT operations and business partners leveraging Arete platforms. This role works closely with multiple business units who utilize, develop, and maintain platforms and systems. IT Support Technician streamlines, automates, and builds efficiencies into operational processes, standardize outcomes, and improve service delivery both to internal clients, and by proxy, Arete clients who are engaged with the teams who utilize lab systems.

ROLES & RESPONSIBILITIES
- Develops relationships within immediate team and is closely supervised
- Follows established procedures and methods to solve problems
- Provides world-class technical support by assigning and closing tickets, responding to requests, and working with team members to find the correct solution when documented procedures and knowledge articles do not address.
- Collaborates with internal departments for employee onboarding and offboarding efforts; including account set up and disablement, tracking of shipment & return of equipment
- Conducts our IT onboarding activities for new hires. This includes ensuring the new hire’s equipment is prepared ahead of their first day and facilitating new hire IT orientation sessions to acquaint them with Arete’s systems and programs
- Drives the use and improvement of our self-help resources including our internal knowledgebase, chatbots and self-service portals..
- Coordinates efforts that result in intuitive experiences and excitement about the use of our space
- Coordinates the logistics and of our hardware assets; manage inventory of all hardware and software assets for the APAC Region.
- Tracks new and emerging trends in technology that affect and/or may benefit Corporate IT and internal customers
- Maintains and develop end-user and administrator documentation of end-user facing corporate IT systems/Services
- Demonstrates technical acumen and skill development of hardware, networking, security, and system administration skills through on the job training that could include but not limited to problem solving sessions, operational reviews, project work and other opportunities.
- Performs other duties as assigned by management

SKILLS AND KNOWLEDGE
- Excellent communication skills and professional demeanor
- Customer service focused
- Ability to multitask
- Excellent priority management and problem-solving skills
- Strong personal organization and time management skills
- Strong sense of teamwork and collaboration
- A high degree of empathy for our internal employees and feel the only measure of success is how well we fulfill their needs
- A demonstrated ability to create elegant documentation that empowers people to help themselves
- A passion for improving the human experience with technology at work
- An ability to communicate technical concepts and processes thoughtfully and effectively, no matter the audience
- The ability to manage projects and track progress accurately
- Experience using a ticketing system to triage and escalate tickets, preferred
- Ability to work independently with moderate supervision
- A proven track record of delivering high quality IT onboarding and support
- Experience working with and supporting mobile platforms (iOS, Android) and common office technology (meeting rooms, security badges, printers, AV support)

JOB REQUIREMENTS
- Bachelor's Degree and 0-1 years related experience
- 3+ years of experience working in the technology field preferred
- Technical Certifications a plus
- Technical competencies in the following areas: Microsoft’s Office 365, Azure Active Directory, MDM Platforms, Windows 10, MacOS, iOS, Android OS, Hardware

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties and skills required personnel so classified.

WORK ENVIRONMENT

While performing the responsibilities of this position, the work environment characteristics listed below are representative of the environment the employee will encounter: Usual office working conditions. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of this job.

TERMS OF EMPLOYMENT

Salary and benefits shall be paid consistent with Arete salary and benefit policy.

DECLARATION

The Arete Incident Response Human Resources Department retains the sole right and discretion to make changes to this job description.

EQUAL EMPLOYMENT OPPORTUNITY

We’re proud to be an equal opportunity employer
- and celebrate our employees’ differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran