Technical Support Associate

Core Responsibilities

• Complete assigned tasks,
• Learn the growth process (identify and communicate),
• Identify and help solve engagement (job) technical issues, anomalies, non-routine items, and
• Collaborate and communicate with employees and team members in a professional manner.

Essential Functions

• Respond to and resolve help desk requests/tickets within given SLA,
• Provide technical support for both hardware and software issues encountered by users,
• Candidate should have a basic knowledge of Windows desktops and troubleshooting,
• Provide support remotely (via phone, email, or instant messenger) or in person with hands-on help and or training at the desktop level,
• Setting up new workstations and installing, diagnosing, repairing, maintaining, and upgrading OS and all PC hardware and peripherals to ensure optimal workstation performance,
• Inventory management for all IT assets (Laptops, Mouse, Phones etc.), and
• Installation and configuration of software and hardware.

Technical Requirements

• Hands on experience in troubleshooting Windows environment,
• Installation, configuration, management, and performance tuning of Windows environments,
• Must have knowledge of AD, Outlook, MS Office, Office 365 and basic windows and network troubleshooting,
• Should have experience with working in US Technical Support and Customer Service, and
• Should be great at organizing, prioritizing, and multitasking.

Desired Candidate

• Should have completed bachelors degree. Any technical certifications would be an advantage.
• Should have minimum 2+ years of experience in US tech support and customer service industry
• Previous experience in a Public Accounting firm preferred,
• Creative problem solving and research skills,
• Strong written and verbal communication and interpersonal skills,
• Able to work effectively both as part of a team and independently,
• Should be great at organizing, prioritizing, and multitasking.
• Highly motivated and interested in taking the initiative for personal growth and development,
• Able to handle multiple priorities, tasks and simultaneous projects, and
• Proficient with Microsoft Office (Word, Excel, PowerPoint, Outlook)

Conditions

• Should be flexible to work in rotational 24/7 shifts,
• Moderate overtime is required throughout the year,
• Heavy sitting for extended periods in front of a computer.