IT Support Associate

About the job IT Support Associate

Job Title: IT Support Associate

Department: Information Technology

Work Set Up: Hybrid

Reports To: Director, People and Talent

JOB SUMMARY

The IT Support Associate at Dermorepubliq Corporation provides essential first-level technical support, addressing help desk tickets, troubleshooting hardware and software issues, and managing IT inventory. This entry-level role supports day-to-day operations by performing foundational hardware and software maintenance, assisting with user access setup, and maintaining efficient network connectivity. Under the guidance of senior IT staff or the IT Manager, the IT Support Associate ensures reliable access to IT resources and contributes to smooth, scalable operations across multiple office locations.

KEY RESPONSIBILITIES

Help Desk and Technical Support

• Serve as the primary contact for help desk tickets, addressing basic technical issues and escalating complex ones as needed.
• Provide first-level support for software, hardware, and network connectivity issues.

System and Network Maintenance

• Perform routine maintenance on IT systems and networks to prevent issues and ensure smooth operations.
• Conduct initial troubleshooting for network connectivity problems and escalate unresolved issues to senior IT staff.

User Training and Support

• Provide basic training and guidance to employees, helping them effectively use software applications and IT resources.
• Respond to general inquiries regarding IT best practices to enhance user productivity and reduce errors.

Network Configuration and Management

• Support the setup and maintenance of secure, reliable network infrastructure connecting multiple office locations.
• Monitor network performance, ensuring reliable connectivity and efficient data sharing across offices.

IT Inventory Management

• Track hardware and software assets across all sites, ensuring accurate records and efficient resource allocation.
• Identify and report needs for equipment upgrades or replacements to maintain optimal functionality.

Scalability Support

• Assist with scaling the IT infrastructure as the company grows, supporting resource planning and expansion efforts.
• Document and standardize setup procedures to streamline future growth.

Support for Multiple Locations

• Coordinate IT resources and support for all manufacturing sites, maintaining consistency across locations.
• Collaborate with senior IT staff to ensure aligned and streamlined operations between locations.

QUALIFICATION AND REQUIREMENTS

Education

• Bachelors degree in Information Technology, Computer Science, or any related field.

Experience

• 1 to 2 years of experience in IT support or a related position.

SKILLS & COMPETENCIES

Technical Skills:

• Basic understanding of operating systems (Windows, macOS) and networking fundamentals.
• Familiarity with remote support practices, network configuration, and troubleshooting techniques for hardware and software.
• Troubleshoot and maintain Microsoft 365 environments including Outlook, SharePoint, Teams, and OneDrive
• Strong Knowledge of Ticketing System, Asset Management System, Anti-Virus and VoIP.
• Manage and maintain LAN/WAN infrastructure, including routers/switches, and managed switches.
• Experience in network security and data protection.
• Experience with network monitoring tools and knowledge of cloud technologies.

Soft Skills:

• Excellent problem-solving skills and attention to detail.
• Strong customer service skills with the ability to communicate technical information clearly to non-technical users.
• Ability to work independently and as part of a team, with guidance from senior IT personnel.

PHYSICAL REQUIREMENTS

• Ability to lift and carry IT equipment, including computers and peripherals, as required.

WORK ENVIRONMENT

• This position operates in an office and remote support environments. Occasional travel between Dermorepubliq office locations may be required to ensure consistent support across sites.

EQUAL OPPORTUNITY STATEMENT

• Dermorepubliq is an equal opportunity employer and is committed to creating an inclusive environment for all employees.

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