Associate, Support Operations

Associate, Support Operations

This role provides onsite customer support for a geographically dispersed enterprise workforce. Responsibilities include end-user support and technology support operations, including IT incident management, change management, problem management, knowledge management, endpoint management, and business controls.

The position requires excellent customer service and quick decision-making to identify and resolve internal users’ technical issues, with a heavy focus on laptop support and an even mix of Windows PCs, Macs, and mobile devices. The ideal candidate will focus on execution, accountability, and results to improve the end-user experience and drive operational efficiencies. Strong verbal and written communication skills are required, along with the ability to effectively manage up and collaborate well with immediate peers.

Responsibilities

• Provide onsite technology support for end users across a geographically dispersed workforce.
• Support IT incident management, including incident tracking and reporting.
• Support change management and problem management activities.
• Maintain knowledge management processes and documentation.
• Manage endpoints and support devices including laptops and mobile devices.
• Apply business controls as part of operational support activities.
• Identify, troubleshoot, and resolve technical issues for internal users, with a strong focus on laptop support across Windows, macOS, and mobile platforms.

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 1 year of technical operations experience.
• At least 1 year of experience with IT systems and infrastructure.
• At least 1 year of experience with desktop platforms and operating systems.
• At least 1 year of experience with incident management and reporting tools.

Preferred Qualifications

• Bachelor’s Degree in Business, Information Systems, or Computer Science.
• 1+ year of experience defining, implementing, and leveraging process (change, incident, problem) management functions.
• ITIL certification.
• 1+ year of experience with ServiceNow.