Overview
The IT Associate role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.
Responsibilities
- Responsibly for the management and maintenance of network, Hardware, Software and all other IT equipment
- File incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from users
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced Manager.
- Keeping IT assets inventory and report to the manager monthly.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Apply diagnostic utilities to aid in troubleshooting.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Make sure the phone on every desk is working at all times.
- Install anti-virus software.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals on a monthly basis (monthly report of the work done submitted to the IT Manager)
- Prepare the Projector and other presentation materials for quality presentations.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop help sheets and frequently asked questions lists for end users.
- Travel to site offices whenever there is a need to and resolve issues independently as much as can be achieved.
- Send a weekly Status report and Time Sheet to IT Support Advisor (Manager)/ HR.
- Ability to travel 40% of the time to various state offices.
- Carryout additional tasks issued out by the supervisor in line with the company business.
QUALIFICATIONS
Qualifications
- University Degree in Information Technology or Computer Science.
- 3 years’ experience working in a similar role
- Knowledge of administrative and clerical procedures
- Knowledge of computers and relevant software application
- Knowledge of customer service principles and practices
- Keyboard skills
- Logical and flexible approach to solving problems, especially when working under pressure
- Verbal and written language skills in English required.
- MSCE, N+ or A+, CCNA (industry standard professional qualifications)
- Ability to work a switchboard
- Exceptional interpersonal skills
- Must possess a user first mentality
- Experience with Google Apps
- Exceptional motivation to learn on the job
- Extensive Windows, Mac and iOS or Android experience
- Experience with Python, Dart or GO a plus
- Familiarity with computer networking, TCP/IP a plus
- Familiarity with Symatec Altiris a plus
MSH is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender or gender identity, religion, creed, citizenship, national origin, age, veteran status, or disability unrelated to job requirements. MSH will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, MSH has developed and maintains an affirmative action program and plan.
EEO is the Law - English
EEO is the Law - Spanish
Pay Transparency Nondiscrimination Poster
Know Your Rights - Workplace Discrimination is Illegal
Family and Medical Leave Act (FMLA)
Employee Polygraph Protection Act
MSH EEO-AA Policy
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