Position Summary
The IT Support Level-1 is responsible for providing advanced technical support, resolving complex IT issues, and contributing to system improvements. This role involves managing incident tickets, troubleshooting hardware/software problems, and ensuring security compliance. The IT Support Level-1 also works closely with third-party vendors and internal teams, contributing to projects related to system upgrades, installations and security enhancements.
Responsibilities
Customer Support:
· Act as the primary point of contact for end-users seeking technical assistance via phone, email or chat
· Provide technical support to end-users both on-site and remotely
· Walk customers through problem-solving process for known issues and perform hand-offs to escalation points
· Provide exceptional customer service by reviewing users’ issue descriptions, troubleshooting and resolving their problems efficiently
Incident Management:
· Log all incidents, service requests, and inquiries in the ticketing system
· Prioritize and categorize incidents based on predefined urgency and impact on business operations
· Monitor and manage the ticket queue to ensure timely resolution, escalating issues(s) as required
· Adhere to service desk service level agreements
· Keep tickets up-to-date with the impacted systems, components and the relevant status notes
· Follow-up with customers for ticket clarification and resolution confirmations
Technical Assistance and Troubleshooting:
· Diagnose and resolve hardware and software problems for end-users, including issues Windows-based computers, printers, software applications, mobile devices, cloud applications, user password and access issues, and network connectivity such as VPN and Wi-Fi.
· Interact with Third-Party vendors for support
· Provide step-by-step instructions and guidance to end-users for self-service problem resolution when appropriate
· Determine when it’s best to cease troubleshooting and escalate or dispatch to second level support to assist
· Execute SOPs on the known/repetitive issues
Documentation:
· Maintain accurate records of all support activities, including incident details, troubleshooting steps, and resolution procedures in the ticketing system
· Maintain knowledge base articles for common issues to facilitate self-service for end-users
· Create/Update technical knowledge base articles on the known issues to carry out SOPs for quicker resolution turnarounds
Communication:
· Communicate effectively with end-users and colleagues, both verbally and in writing, to ensure clear and concise exchange of technical information
· Keep end users informed of incident progress and resolution timelines
Hardware and Software Support:
· Assist in hardware and software installation, configuration, and patch updates
· Troubleshoot hardware and software-related issues, including operating systems, office applications, and specialized hardware/software used within the organization
User Training:
· Provide basic training and guidance to end-users on using IT resources effectively and securely
· Promote IT and security best practices and educate users on the importance of keeping their systems/laptops up-to-date and the importance of safeguarding sensitive data and credentials
Continuous Improvement:
· Identify recurring issues and escalate the IT management in an effort to prevent future incidents
· Monitor tickets generated via APM and NPM tools (or) other batch process failures and proactively take actions to resolve such issues before they impact customers
· Work with IT Manager and Infrastructure Lead on hardware and software purchases
· This position requires the ability to work in project-based environment requiring flexibility and teamwork
· Ability to organize and prioritize projects, assignments, tasks and daily functions
IT Security/Compliance Support:
· Apply fixes, security patches, disaster recovery procedures, and any other measures required in the event of a security breach
· Maintain, and oversee enforcement of policies, procedures and associated plans for system security administration based on industry-standard best practices.
· Propose and assess need for any security reconfigurations (minor or significant) and execute them as required
· Participate and assist as needed with server and security audits, system backup and recovery procedures, and regular recovery tests in accordance with the company’s disaster recovery and business continuity strategies
· Ensure the security of data and systems is adhered to both internally and externally
· Report on security system and end user activity audits as needed
Other duties as assigned to support the needs of the department and overall Association to support our mission, vision and values. This role requires the ability to work in both Association offices as well as off-site as needed.
Formal Education & Certifications
· Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience)
· Preferred Certifications:
o Microsoft Certified: Azure Fundamentals
Knowledge & Experience
· Advanced knowledge of Windows OS, networking (eg. VPN, Wi-Fi) and cloud applications
· Experience in IT security compliance and disaster recovery procedures
· Familiarity with ticketing systems and service desk SLAs
· Proficiency in troubleshooting hardware and software issues
Practices to Support Success
· Being Organized, Conscientious, and Focused
· Persevering
· Taking Initiative and Measured Risks
· Setting Work Priorities
· Solving Problems and Making Timely Decisions
· Informing Peers and Bosses
· Providing Support Where Needed
· Understanding and Relating to Customers
· Leveraging High Aspirations for a Life-Long Skill Building Effort and Personal Growth
· Building and Applying Foundational Technical and Functional Skills