IT COMPUTER SUPPORT ASSOCIATE

Classification/Status: Non\-Exempt (Non\-OPEIU) – Full Time

Reporting To:Information Systems Manager, Internal Operations (Juan Ramirez)

Overview:

As a Support Associate, you would be responsible for supporting CSAC, WSCTF, QUADC, and WSRCC technology and services for our employees located in Los Angeles \& across. This role will handle help desk requests and assist in other areas of IT including, but not limited to, managing end user accounts in Azure Active Directory and Dynamics 365 environment. Additionally, you tasked to assist in setting up, configuring, and deploying hardware, troubleshooting IT related issues in the local site infrastructure and documentation. This is an internal end\-user employee\-facing role where your skills at maintaining and developing relationships with internal users and executive staff are crucial. The Support Associate will assume full ownership of request and incident resolution, status, and tracking of individually assigned tickets. The ideal candidate actively contributes to IT goals and objectives using effective verbal and interpersonal skills to share their experience and ideas.

Position Functions and Responsibilities:

· Ask appropriate questions to understand the customer’s problem and log a ticket into our ticket system

· Install and configure workstations and serve as first line of technical support for end\-users.

· Troubleshoot software, operating systems, and hardware problems.

· Troubleshoot network and connectivity issues

· Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

· Collaborate with other IT personnel to resolve complex technical issues

· Troubleshoot phone system issues

· Performs periodic maintenance on hardware as well as repairs and upgrades to hardware.

· Support and troubleshoot video conferencing technologies and PC’s and in conference room environments

· Uphold IT security best practices outlined by the IT department

· Escalate problems to higher level support teams when necessary

· Assist in maintaining IT equipment inventory

· Complete deliverables in a timely manner, within the timeframe agreed to and meet or exceed expectations.

· Generate status reports as requested using the CSAC standard template for each assigned project on the agreed upon frequency (weekly/bi\-weekly, etc.).

· Provide excellent customer service to all CSAC, WSCTF, QUADC, and WSRCC stakeholders.

· Perform other duties as assigned by manager or Director as needed to support the continued growth of the department and organization

Required Qualifications and Skills:

· High school diploma or equivalent required; associate or bachelor’s degree in computer science, Information Technology, or related field preferred

· 1\-2 years of experience in technical support or help desk role.

· Comptia A\+

· Must be a self\-starter and highly motivated

· Ability to learn and retain information

· Proficiency in Microsoft Windows 10 and 11 in Active Directory Domain setting

· Proficiency in Microsoft Office 365 desktop applications

· Able to take strategic direction from management and have extraordinary communication skills.

· Self\-motivated and driven with ability to work independently within a collaborative work environment.

· Participates, and interacts professionally during meetings, company events, and seminars.

· Professional phone etiquette, appearance and demeanor.

· Ability to multitask and manage time effectively.

·

Supervisory Responsibility:

· This position has no supervisory responsibilities but may necessitate to take lead on projects.

Work Environment/ Physical Demands

·While performing the duties of the job, the employee regularly works in an office setting.

·While performing the duties of this job, the employee is regularly required to use hands and fingers to handle feel or operate objects, tools or controls, and to reach with hands and arms. The employee is frequently required to stand, talk and hear.

· Ability to lift 10\-50 pounds when necessary.

·The physical demands described here are representative of those that must be met by an employee.

Travel

· Some travel may be required, including occasional out\-of\-state and overnight travel.

*NOTE:*

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. *CSAC is an equal opportunity employer and encourages applications from all qualified candidates regardless of gender, race, ethnicity, national origin, age, sexual orientation, marital status, religion, disability or any other classification protected by law.*

Job Type: Full\-time

Pay: $27\.63 \- $29\.03 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Experience with IT ticketing systems
• What technical certification do you currently possess?
• What experience do you have with troubleshooting software or hardware issues?
• How did you learn about this opportunity?

Please let us know how you became aware of this job posting (e.g., company website, job board, referral, social media, family, friends, etc.).

Ability to Commute:

• Los Angeles, CA 90071 (Preferred)

Work Location: In person