Associate IT Support Technician

Associate IT Support Technician

Associate IT Support Technician

Associate IT Support Technician

Primary Location Atlanta, Georgia

Job Number 1147672

Date posted 01/16/2023


By adhering to customer service standards, this individual contributor job offers first level support to fix issues with products and applications. This position adheres to established operating protocols for incident escalation and communication to leadership, and it supports attempts to discover common problems through troubleshooting along with customers. Under the direction of others, this role resolves straightforward issues; when required, it escalates such issues to the proper resource.



Significant Duties:

Completes work assignments by adhering to established priorities, deadlines, and expectations; using data and resources; and collaborating with others to address business problems. Additionally, they communicate their progress and information, occasionally identifying and recommending solutions to address improvement opportunities, and appropriately escalating issues or risks.

By exchanging information with coworkers and customers, listening to performance feedback and responding in a timely manner, acknowledging one's strengths and weaknesses, and adapting to and learning from change, difficulties, and feedback, one pursues self-development and effective relationships with others.

obeys the protocols for alerting leadership and escalating incidents.

according to established operating procedures.

by adhering to customer service standards, offers first-level help to fix issues with goods and applications (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, and communicating clearly).

aids in the analysis and prioritization of incoming requests and alarms.

supports attempts to discover common issues through troubleshooting in collaboration with the client.

escalates common issues to the relevant resource as necessary (e.g., support team, vendor).

supports the tracking and recording of information about issues, the progress of service requests, and remedies.

Review information about new technology, such as installation, configuration, and procedures.

provide the knowledge base for standard technical support.

aids efforts to achieve key performance indicators (e.g., performance, availability, capacity).

supports adjustments to proactive processes and the documentation of workarounds for troublesome records.

solves straightforward issues with the help of others.


Read also employees expected conduct for this job


Minimum requirements:

A+, MCP, MCSE, or another Microsoft certification in IT support, or at least one (1) year of relevant IT experience. An associate's degree or its equivalent in computer science, engineering, social science, education, business, health care, or a related profession.


Preferred Qualifications:
  • One (1) year of experience writing documentation or standard operating procedures related to IT operations and support.


Primary Location: Georgia, Atlanta, Pershing Point Plaza IT
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Employee Status: Regular
Employee Group/Union Affiliation: NUE-IT-01|NUE| Non-Union Employee
Job Level: Individual Contributor
Specialty: Operations and Support
Department: KPIT ADMIN – ITO CESM IT SVC DESK – 9601
Pay Range: $44400 – $57420
Travel: No


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