IT Support Senior Associate

Overview
This role combines foundational technical support duties with hands-on involvement in hardware, software, network maintenance, and event support. As a key part of the IT team, the IT Support Specialist ensures smooth day-to-day operations by assisting users, resolving common IT issues, and maintaining essential infrastructure. The role also supports internal events by setting up and troubleshooting basic audio-visual equipment. The ideal candidate has a service-oriented mindset, growing technical skills, and a desire to learn and develop across multiple areas of IT.

Key Responsibilities
Helpdesk & Customer Support

• Provide front-line support via tickets, chat, email, or phone under supervision.
• Respond to basic to moderately complex inquiries regarding system access, software issues, and hardware concerns.
• Demonstrate empathy and effective communication while troubleshooting user issues.
• Escalate complex issues to senior support or relevant teams as needed.

Hardware Configuration and Maintenance

• Install, configure, and maintain workstations, laptops, and peripherals (printers, monitors, etc.).
• Conduct hardware diagnostics and resolve common issues independently.
• Maintain accurate inventory records and asset tagging for all IT hardware.
• Perform scheduled maintenance and hardware upgrades as needed.

Software Configuration and Maintenance

• Assist in installing and updating common business applications (e.g., MS Office, antivirus, communication tools).
• Apply patches and routine updates based on predefined procedures.
• Help troubleshoot basic software issues using existing documentation and tools.

Network Configuration and Maintenance

• Set up and support wired and wireless network connections for user workstations and office equipment.
• Monitor network stability and troubleshoot connection issues with guidance from senior IT staff.
• Document and assist in implementing standard network configurations.
• Perform regular checks and basic maintenance on network devices (e.g., switches, routers).

Audio and Video (AV) Event Support

• Set up and operate AV equipment for meetings, town halls, webinars, and training sessions.
• Support video conferencing platforms such as Zoom, Microsoft Teams, and Google Meet.
• Troubleshoot and resolve basic AV issues (e.g., microphone, camera, projector problems) during live events.
• Assist in maintaining AV inventory and setup guides.

Technical Documentation

• Create and update user guides, support FAQs, and step-by-step documentation for IT processes.
• Assist in documenting common troubleshooting procedures and configuration steps.
• Maintain accuracy and clarity in internal IT knowledge base entries.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 1+ year of experience in IT support, helpdesk, or related technical roles preferred.
• Basic understanding of ITIL support processes is a plus.

Preferred

• Basic certification(s) in IT (e.g., CompTIA A+, ITIL Foundation, Google IT Support)
• Familiarity with Microsoft 365 environment, including Teams, Outlook, OneDrive, and SharePoint
• Experience supporting video conferencing platforms such as Zoom, Microsoft Teams, or Google Meet
• Exposure to basic networking concepts (e.g., IP addressing, DNS, DHCP)
• Knowledge of IT ticketing systems (e.g., Freshservice, Jira Service Desk, Zendesk)
• Experience assisting with audio/visual setups for events or meetings
• Familiarity with endpoint protection tools and basic cybersecurity practices
• Strong organizational and documentation skills
• Willingness to work on-site and provide support during scheduled company events or meetings