The Associate IT Operations Support Specialist works directly with customers and employees to solve problems and provide guidance on using technology to be productive and effective in their daily tasks. The role entails providing technical assistance as a single point of contact and offers 1st and 2nd level support of workstations, corporate applications, and other general IT support. The ability to perform tasks that revolve around detecting and resolving technical problems is critical. The Associate IT Operations Support Specialist is an enthusiastic and driven professional who provides a world-class customer experience to employees and customers. The Associate IT Operations Support Specialist is an enthusiastic and driven professional who provides a world-class customer experience to employees and customers.

Responsibilities

•Resolving incoming customer and employee IT inquiries through multiple phones, email, ticketing systems, etc.

•Escalate, if needed, unresolved problems to a higher level of support

•Expected to participate in high-priority projects involving Smiley's customers

•Performs advanced troubleshooting of hardware such as laptops, desktops, printers

•Able to install & troubleshoot all standard peripheral devices

•Applies advanced knowledge and troubleshooting of OS-related problems (Windows & Mac)

•Able to install all software & perform level 1/2 support such as O365 and Atlassian suites

•Able to troubleshoot phone & network connectivity issues

•Able to support audio/video equipment and technologies

•Set up and support video and other presentation equipment for Smiley presentation forums

•Collaborating with other internal teams to ensure all IT needs are met

•Document troubleshooting steps in the ticketing system

•Provide written documentation of solutions in the knowledge base

QUALIFICATIONS

Required Education and Experience:

•3+ years previous experience in IT working with executives and end-users

•Experience working in a ticketing system

•Ability to prioritize, manage time effectively and multitask

•ITIL Foundations Certified

•CompTIA A+ certified or equivalent knowledge

Required Knowledge, Skills, and Abilities:

•Ability to build rapport with customers

•Strong troubleshooting and critical thinking skills

•Ability to prioritize, manage time effectively and multitask

•Positive and professional demeanor

•Excellent communication skills, both verbal and written

Preferred Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily.

PI240628361