IT Support Analyst I

About Appen
Appen is a leader in AI enablement for critical tasks such as model improvement, supervision, and evaluation. To do this we leverage our global crowd of over one million skilled contractors, speaking over 180 languages and dialects, representing 130 countries. In addition, we utilize the industry's most advanced AI-assisted data annotation platform to collect and label various types of data like images, text, speech, audio, and video.

Our data is crucial for building and continuously improving the world's most innovative artificial intelligence systems and Appen is already trusted by the world's largest technology companies. Now with the explosion of interest in generative AI, Appen is helping leaders in automotive, financial services, retail, healthcare, and governments the confidence to deploy world-class AI products.

At Appen, we are purpose driven. Our fundamental role in AI is to ensure all models are helpful, honest, and harmless, so we firmly believe in unlocking the power of AI to build a better world. We have a learn-it-all culture that values perspective, growth, and innovation. We are customer-obsessed, action-oriented, and celebrate winning together.

At Appen, we are committed to creating an inclusive and diverse workplace. We are an equal opportunity employer that does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

As an IT Support Analyst I, you will be responsible for providing technical support to end-users, troubleshooting hardware and software issues, and assisting in routine installations. This entry-level position is ideal for candidates with a foundational understanding of IT support and a desire to grow within the field.

Job Responsibilities

• Troubleshooting:
• Perform basic troubleshooting of hardware, software, and network issues either onsite or remote to ensure smooth and efficient IT operations.
• Customer Service:
• Provide excellent customer service to corporate users, addressing their IT concerns promptly and professionally.
• Incident Management:
• Create and manage incident tickets, ensuring they are handled in compliance with Service Level Agreements (SLAs).
• Installations:
• Assist with routine hardware and software installations, ensuring proper setup and functionality.
• Procedural Adherence:
• Follow established procedures and guidelines, updating team documentation as needed to maintain accuracy and consistency.
• Collaboration:
• Work closely with senior team members to resolve issues, sharing knowledge and expertise to improve overall team performance.

Required Knowledge, Skills And Abilities

• Communication Skills:
• Good verbal and written communication skills, capable of explaining technical concepts to non-technical users.
• Technical Knowledge:
• Basic knowledge of computer hardware, software, and operating systems, including current versions of ChromeOS, Windows and MacOS.
• Familiarity with mobile operating systems like iOS and Android is desirable.
• Analytical Skills:
• Strong analytical and critical thinking abilities to diagnose and solve technical problems effectively.
• Learning Agility:
• Quick to grasp new concepts and technologies, showing an aptitude for continuous learning and skill development.
• Teamwork:
• Strong teamwork skills, actively collaborating and supporting colleagues to achieve shared goals.

Qualifications And Experience

• Education:
• Bachelor's degree in a relevant field or equivalent experience.
• Professional Experience:
• At least 1 year of experience in an IT support role is desirable.
• Technical Skills:
• Familiarity with Active Directory/Entra/Google Workspace for user, group, and device management.
• Basic understanding of LAN (Local Area Network) and WAN (Wide Area Network) networking principles.
• General knowledge of Microsoft 365 applications.

Appen is the global leader in data for the AI Lifecycle with more than 25 years' experience in data sourcing, annotation, and model evaluation. Through our expertise, platform, and global crowd, we enable organizations to launch the world's most innovative artificial intelligence products with speed and at scale. Appen maintains the industry's most advanced AI-assisted data annotation platform and boasts a global crowd of more than 1 million contributors worldwide, speaking more than 235 languages. Our products and services make Appen a trusted partner to leaders in technology, automotive, finance, retail, healthcare, and government. Appen has customers and offices globally.