INTERNAL SUPPORT ASSOCIATE (FULL-TIME | GRAND RAPIDS, MICHIGAN)
The Internal Support Associate is responsible for providing technical support and instruction to OST internal staff and performs all help desk support activities including delivering and setting up new equipment, logging calls into the trouble-ticket tracking software, resolving common hardware and software issues on the spot, first-tier maintenance of existing equipment, assisting with wireless and wired network connectivity, and software upgrades.
RESPONSIBILITIES:
* Answer phone calls and voice messages
* Respond to email requests and provides on-site support to resolve problems, support requests and service inquiries from users
* Validate identity and resets passwords in active directory
* Respond to requests for technical assistance from users including Microsoft Office, and other desktop applications in person, by phone or through electronic communication
* Diagnose and resolve issues with printer, email/spam, cloud storage & collaboration, etc.
* Order, track and inventory technology equipment such as computers, printers and mobile devices
* Deliver and set up technology equipment such as computers, printers and mobile devices
* Develop and maintain expertise with Windows and Mac hardware and associated software applications such as the Office 365 suite, Adobe, and other similarly used applications.
* Provide support for Microsoft Windows operating systems (including Windows 8 & Windows 10)and Mac OS all flavors
* Triage and log problems and requests for support that must be escalated to a specialist
* Report progress toward resolution to appropriate personnel
* Work collaboratively with ITS staff
* Assist with the documentation of standard operating procedures
* Alert appropriate personnel when critical systems fail or malfunction
REQUIRED:
* Self-starter with the ability to prioritize and complete tasks
* Excellent customer service skills
* Excellent communication skills and the ability to follow through
* Ability to apply consultative skills to assess user needs and provide appropriate support
* Ability to work with users to interpret needs and provide appropriate solutions
* Knowledge of information technology systems and/or applications
* Proficiency with Microsoft operating systems and with standard software, including browsers, Microsoft Office and antivirus software
* Proficiency with Apple operating systems and with standard software, including browsers, virtual environments and Microsoft Office 365
* Knowledge of wireless network connectivity procedures
* Ability to install, maintain and repair computer software and hardware on workstations and peripheral equipment
* Previous experience in troubleshooting mobile devices, including smartphones, to connect to wireless network
PREFERRED:
* Bachelors Degree in Business MIS, Computer Science or related area
* Two years of help desk experience or other experience supporting technology
* Familiarity with workstation imaging tools and associated processes
* A+ or Net+ or other suitable certifications
ABOUT OST
www.ostusa.com
OST is an integrated, cross-functional business technology firm bringing together strategy & insights, digital experiences, connected solutions, hybrid IT, and enterprise managed services as we work alongside clients to optimize and grow their businesses. With offices located in Grand Rapids, Detroit, Minneapolis, London, Hong Kong and Singapore, OST and OpenDigital, the digital consultancy at OST, engage in ways that make the most sense and yield the best results. Our customers include global Fortune 2000 companiestofunded startups. This is all wrapped in a friendly, flexible, people-centered culture. OST has been recognized in Inc. Magazines 5,000s Fastest Growing Private Companies, CRNs Tech Elite 250, and as a National Best & Bright...
