Job summary
The IT Associate provides first-level technical support to ORAFOL Americas employees. This role assists with the installation, configuration, maintenance, and troubleshooting of end-user hardware, software, network connectivity, printers, mobile devices, and other IT-related equipment. The IT Associate documents issues, resolves routine support requests, and escalates more complex incidents as appropriate
Essential functions
- Serve as the first point of contact for IT support requests through walk-up, phone, email, and ticketing-system channels.
- Diagnose and resolve routine hardware, software, account-access, connectivity, and peripheral issues.
- Install, configure, deploy, and maintain desktop and laptop computers, monitors, printers, mobile devices, and related accessories.
- Set up and support standard business applications, operating systems, user profiles, email, collaboration tools, and approved software.
- Create, modify, and deactivate user accounts and access permissions in accordance with company procedures.
- Install and troubleshoot printers, scanners, and other office technology.
- Provide basic support for network connectivity, Wi-Fi, VPN, phones, and other telecommunications equipment; escalate issues when needed.
- Maintain accurate ticket documentation, including troubleshooting steps, resolutions, asset information, and escalation details.
- Track IT assets, inventory, surplus equipment, and hardware assignments.
- Assist with basic troubleshooting and monitoring of servers, network equipment, and business systems under the direction of senior IT staff.
- Escalate unresolved or higher-level technical issues to appropriate IT personnel or external vendors.
- Provide courteous, timely, and professional customer service to all employees.
additional responsibilities
- Strong customer-service orientation and professional communication skills.
- Positive, dependable, and accountable with a willingness to learn.
- Ability to prioritize multiple requests and meet deadlines in a fast-paced environment.
- Ability to work independently on routine tasks and collaborate effectively with team members.
- Strong problem-solving, organizational, and documentation skills.
- Ability to handle confidential information and follow IT security procedures
Education Requirements:
- Associate degree or higher in Information Technology, Computer Science, or a related technical field.
- Relevant technical certifications, such as CompTIA A+, Network+, Microsoft, or similar credentials, are preferred.
- Equivalent combination of IT education, technical training, and relevant work experience may be considered.
Work Experience:
- Entry level IT skillset.
- Understanding of Internet, Business systems, development, telecommunications, and desktop technologies.
- Experience providing customer service or supporting users in a professional environment preferred.
Aptitudes & Characteristics:
- Must have a positive "can do" attitude and a sense of accountability.
- Must be a fast learner, driven and self-motivated; strive towards continuous improvement.
- Ability to work with little to no supervision, multi-task and meet deadlines.
- Ability to support mobile sales force with capable technology and telecommunications.
Ability to communicate effectively; excellent interpersonal skills.